Technical Service Desk Specialist

Booz Allen Hamilton; Virginia Beach (VA); On-site; USD 53,000 - 108,000; Full time

Job summary

Booz Allen Hamilton seeks a Technical Service Desk Specialist to provide Tier I/II support for multiple applications, manage service desk tickets in a high-demand environment, monitor incidents, and work closely with engineering and management to communicate clearly.

The role requires experience as the first point of contact for customers via phone/email, ability to work independently or in a team, and a Secret clearance.

Qualifications

• Experience serving as the first point of contact for customers seeking technical assistance over the phone and email.
• Experience monitoring and maintaining the service desk ticketing system to ensure the timely resolution of issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to communicate technical information to non-technical users.
• Secret clearance; HS diploma or GED are required.

Responsibilities

• Provide Tier I and II technical support of multiple applications.
• Manage and resolve Service Desk tickets in a high demand and fast-paced environment.
• Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.
• Collaborate closely with engineering and management teams while maintaining professional and clear communication.
• Identify and implement needed resolutions or workaround solutions for technical issues in a structured manner.

Skills

First point of contact

Service desk

Communication

Secret clearance

HS diploma or GED

Education

Bachelor's degree in IT/CS/Communications

CompTIA Security+ or OS Certification

HS diploma or GED

Job description

Join a culture of emplowerment and connectivity.

Develop your craft

Learn the skills you need to accelerate your career.

Discover benefits that your life and work.

Innovate with intention

Build mission-ready tech that protects the nation.

Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications. Applies specific functional knowledge with general industry knowledge. Develops or contributes to solutions to a variety of problems of moderate scope and complexity. Works independently with some guidance.

What You'll Work On:

Provide Tier I and II technical support of multiple applications.

Manage and resolve Service Desk tickets in a high demand and fast-paced environment.

Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.

Collaborate closely with engineering and management teams while maintaining professional and clear communication.

Identify and implement needed resolutions or workaround solutions for technical issues in a structured manner.

You Have:

Experience serving as the first point of contact for customers seeking technical assistance over the phone and email

Experience monitoring and maintaining the service desk ticketing system to ensure the timely resolution of issues

Ability to work independently and as part of a team in a fast-paced environment

Ability to communicate technical information to non-technical users

HS diploma or GED

Nice If You Have:

Ability to learn emerging IT technologies with tools in War Data Platform (WDP), or FlankSpeed. Such as SharePoint administration, PowerApps, Foundry

Experience with ticketing systems and service management frameworks

Possession of strong written and communication skills with professionalism in interactions across all organizational levels

Possession of strong customer service skills

Bachelor's degree in IT, Computer Science, or Communications field

CompTIA Security+ or OS Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $52,900.00 to $108,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Technical Service Desk Specialist

The Opportunity:

Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications. Applies specific functional knowledge with general industry knowledge. Develops or contributes to solutions to a variety of problems of moderate scope and complexity. Works independently with some guidance.

What You'll Work On:

• Provide Tier I and II technical support of multiple applications.
• Manage and resolve Service Desk tickets in a high demand and fast-paced environment.
• Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.
• Collaborate closely with engineering and management teams while maintaining professional and clear communication.
• Identify and implement needed resolutions or workaround solutions for technical issues in a structured manner.

You Have:

• Experience serving as the first point of contact for customers seeking technical assistance over the phone and email
• Experience monitoring and maintaining the service desk ticketing system to ensure the timely resolution of issues
• Ability to work independently and as part of a team in a fast-paced environment
• Ability to communicate technical information to non-technical users
• Secret clearance
• HS diploma or GED

Nice If You Have:

• Ability to learn emerging IT technologies with tools in War Data Platform (WDP), or FlankSpeed. Such as SharePoint administration, PowerApps, Foundry
• Experience with ticketing systems and service management frameworksPossession of strong written and communication skills with professionalism in interactions across all organizational levels
• Possession of strong customer service skills
• Bachelor's degree in IT, Computer Science, or Communications field
• CompTIA Security+ or OS Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $52,900.00 to $108,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.