Posted 23 days ago
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Provide Tier I and II technical support in a 24/7 environment, including after-hours, holidays, and weekend coverage. Manage and resolve help desk tickets in a fast-paced setting, adhering to SLA guidelines, and monitor incidents reported by end-users with escalation as needed. Collaborate with engineering and management teams to document processes using Jira and Confluence (JSM, Core, Software), and prepare thorough shift handover reports to ensure seamless operations between shifts. This role requires working within classified facilities and meeting DoD security protocols; TS/SCI clearance is required.
- Compensation
- $52,900 – $108,000 USD
- City
- Rome
- Country
- United States
Currency: $ (USD)
Full Job Description
Our Technology
Advanced tech. Deep domain know-how. Cutting-edge solutions engineered for impact.
Help Desk Specialist
CREATEYOUR CAREER
CREATE AND GROW WITH US
Your growth matters to us - explore our career development opportunities.
BE EMPOWERED TO SUCCEED
Connect with others in our people-first culture and enhance our collective ingenuity.
SUPPORT YOUR WELLBEING
Learn how well support you as you pursue a balanced, fulfilling life.
YOUR CANDIDATE JOURNEY
Discover what to expect during your journey as a candidate with us.
Job Description
Share job via:
- X
The Opportunity
Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast-paced, mission-critical environment? Do you thrive in a dynamic team setting and have the expertise to provide effective, efficient, timely, and valuable support for internal and external mission partners? We're looking for a customer-focused, problem-solving guru with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. This role demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join our team as a round-the-clock Help Desk Engineer.
How Youll Contribute:
Provide Tier I and II technical support in an around the clock environment, including after-hours support on holidays and weekends.
Manage and resolve help desk tickets in a fast-paced setting, adhering to Service Level Agreement (SLA) guidelines.
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 workarounds for technical issues in a structured manner.
Use tools such as Jira and Confluence modules, such as JSM, Core, and Software, for tracking incidents and documenting processes.
Prepare thorough shift handover reports to ensure the seamless flow of operations between shifts.
Adapt swiftly to evolving technologies and environments, while adhering to security and organizational protocols.
Work within classified facilities upon hiring while maintaining compliance with DoD standards and security clearances.
As a professional, you know how to interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance. You will be providing Tier One and Two support for Help Desk tickets from team members and mission partners within the response service level agreement, updates tickets daily with complete notes, and ensures tickets are resolved to the customers satisfaction before it is closed. Educate and provide policy guidance on all inquiries. Ready to build the future of shared delivery for the better?
Join us. The world cant wait.
You Have:
Experience providing help desk support in a high-demand and fast paced environment
Experience in tracking, analyzing, and resolving technical incidents systematically using industry-standard software
Experience with ITIL processes and agile workflows
Knowledge of DoD-specific configurations and processes
Ability to work a round-the-clock shift rotation
Ability to work weekends, holidays, and up to 12 hours a day outside of normal work hours
Ability to effectively transition duties during shift changes by providing detailed handover reports
TS/SCI clearance
HS Diploma or GED
IAT Level II DoD 8570 Certification
Nice If You Have:
Experience with JIRA and Confluence
Experience with 24/7 shift work
Knowledge of Azure, AWS, or cloud technologies
Ability to learn emerging IT technologies
Ability to independently manage multiple tasks
Possession of excellent organizational skills and an attention to detail
Possession of excellent written and verbal communication skills, with professionalism in interactions across all organizational levels
IAM Level II DoD 8570 Certification
Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI 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 Allens 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 individuals 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 Allens total compensation package for employees. This posting will close within 90 days from the Posting Date.Identity Statement
As part of the application process, 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.
Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.
- If this position is listed as remote or hybrid, youll periodically work from a Booz Allen or client site facility.
- If this position is listed as onsite, youll work with colleagues and clients in person, as needed for the specific 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.
Not ready to apply? Join our Talent Community and sign up for job alerts.
About Us
Booz Allen is an advanced technology company delivering outcomes with speed for Americas most critical defense, civil, and national security priorities. We build technology solutions using AI, cyber, and other cutting-edge technologies to advance and protect the nation and its citizens. By focusing on outcomes, we enable our people, clients, and their missions to succeedaccelerating the nation to realize our purpose: Empower People to Change the World.
If you are an individual with a disability and would like to request a reasonable workplace accommodation for any part of our employment process, please contact the Booz Allen Help Desk by calling 1-877-927-8278 or sending an email to helpdesk@bah.com. This option is reserved only for individuals who are requesting a reasonable workplace accommodation. It is not intended for other purposes or inquiries.
Stay Connected with Booz Allen
INFORMATION FOR
- Employees
- International
- Investors
- Contract Officers
- Suppliers
- Small Businesses
INDUSTRIES
- Finance and Banking
- Government & Civil Agencies
- Intelligence
- Life Sciences & Healthcare
- Military
- Space
- Transportation & Logistics
- Utilities
FEATURED SOLUTIONS
- Artificial Intelligence (AI)
- Cloud
- Elite Training
- Enterprise DevSecOps
- JADC2
- Mission Readiness
- Security
ABOUT US
- About Us
- Why Booz Allen
- Who We Are
- What We Do
- Join Our Team
- Webinars & Events
SITE LINKS
- Contact Us
- Privacy Statement
- Terms of Use
- Cookie Policy
- Site Map
- Careers Privacy Policy
- INFORMATION FOR
- INDUSTRIES
- FEATURED SOLUTIONS
- ABOUT US
- SITE LINKS
SIMILAR OPPORTUNITIES
No similar opportunities available at the moment.
Help Desk Specialist
Compensation
$52,900 – $108,000 USD
City: Rome
Country: United States
Provide Tier I and II technical support in a 24/7 environment, including after-hours, holidays, and weekend coverage. Manage and resolve help desk tickets in a fast-paced setting, adhering to SLA guidelines, and monitor incidents reported by end-users with escalation as needed. Collaborate with engineering and management teams to document processes using Jira and Confluence (JSM, Core, Software), and prepare thorough shift handover reports to ensure seamless operations between shifts. This role requires working within classified facilities and meeting DoD security protocols; TS/SCI clearance is required.
Full Job Description
Our Technology
Advanced tech. Deep domain know-how. Cutting-edge solutions engineered for impact.
Help Desk Specialist
CREATEYOUR CAREER
CREATE AND GROW WITH US
Your growth matters to us - explore our career development opportunities.
BE EMPOWERED TO SUCCEED
Connect with others in our people-first culture and enhance our collective ingenuity.
SUPPORT YOUR WELLBEING
Learn how well support you as you pursue a balanced, fulfilling life.
YOUR CANDIDATE JOURNEY
Discover what to expect during your journey as a candidate with us.
Job Description
Share job via:
- X
The Opportunity
Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast-paced, mission-critical environment? Do you thrive in a dynamic team setting and have the expertise to provide effective, efficient, timely, and valuable support for internal and external mission partners? We're looking for a customer-focused, problem-solving guru with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. This role demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join our team as a round-the-clock Help Desk Engineer.
How Youll Contribute:
Provide Tier I and II technical support in an around the clock environment, including after-hours support on holidays and weekends.
Manage and resolve help desk tickets in a fast-paced setting, adhering to Service Level Agreement (SLA) guidelines.
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 workarounds for technical issues in a structured manner.
Use tools such as Jira and Confluence modules, such as JSM, Core, and Software, for tracking incidents and documenting processes.
Prepare thorough shift handover reports to ensure the seamless flow of operations between shifts.
Adapt swiftly to evolving technologies and environments, while adhering to security and organizational protocols.
Work within classified facilities upon hiring while maintaining compliance with DoD standards and security clearances.
As a professional, you know how to interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance. You will be providing Tier One and Two support for Help Desk tickets from team members and mission partners within the response service level agreement, updates tickets daily with complete notes, and ensures tickets are resolved to the customers satisfaction before it is closed. Educate and provide policy guidance on all inquiries. Ready to build the future of shared delivery for the better?
Join us. The world cant wait.
You Have:
Experience providing help desk support in a high-demand and fast paced environment
Experience in tracking, analyzing, and resolving technical incidents systematically using industry-standard software
Experience with ITIL processes and agile workflows
Knowledge of DoD-specific configurations and processes
Ability to work a round-the-clock shift rotation
Ability to work weekends, holidays, and up to 12 hours a day outside of normal work hours
Ability to effectively transition duties during shift changes by providing detailed handover reports
TS/SCI clearance
HS Diploma or GED
IAT Level II DoD 8570 Certification
Nice If You Have:
Experience with JIRA and Confluence
Experience with 24/7 shift work
Knowledge of Azure, AWS, or cloud technologies
Ability to learn emerging IT technologies
Ability to independently manage multiple tasks
Possession of excellent organizational skills and an attention to detail
Possession of excellent written and verbal communication skills, with professionalism in interactions across all organizational levels
IAM Level II DoD 8570 Certification
Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI 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 Allens 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 individuals 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 Allens total compensation package for employees. This posting will close within 90 days from the Posting Date.Identity Statement
As part of the application process, 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.
Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.
- If this position is listed as remote or hybrid, youll periodically work from a Booz Allen or client site facility.
- If this position is listed as onsite, youll work with colleagues and clients in person, as needed for the specific 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.
Not ready to apply? Join our Talent Community and sign up for job alerts.
About Us
Booz Allen is an advanced technology company delivering outcomes with speed for Americas most critical defense, civil, and national security priorities. We build technology solutions using AI, cyber, and other cutting-edge technologies to advance and protect the nation and its citizens. By focusing on outcomes, we enable our people, clients, and their missions to succeedaccelerating the nation to realize our purpose: Empower People to Change the World.
If you are an individual with a disability and would like to request a reasonable workplace accommodation for any part of our employment process, please contact the Booz Allen Help Desk by calling 1-877-927-8278 or sending an email to helpdesk@bah.com. This option is reserved only for individuals who are requesting a reasonable workplace accommodation. It is not intended for other purposes or inquiries.
Stay Connected with Booz Allen
INFORMATION FOR
- Employees
- International
- Investors
- Contract Officers
- Suppliers
- Small Businesses
INDUSTRIES
- Finance and Banking
- Government & Civil Agencies
- Intelligence
- Life Sciences & Healthcare
- Military
- Space
- Transportation & Logistics
- Utilities
FEATURED SOLUTIONS
- Artificial Intelligence (AI)
- Cloud
- Elite Training
- Enterprise DevSecOps
- JADC2
- Mission Readiness
- Security
ABOUT US
- About Us
- Why Booz Allen
- Who We Are
- What We Do
- Join Our Team
- Webinars & Events
SITE LINKS
- Contact Us
- Privacy Statement
- Terms of Use
- Cookie Policy
- Site Map
- Careers Privacy Policy
- INFORMATION FOR
- INDUSTRIES
- FEATURED SOLUTIONS
- ABOUT US
- SITE LINKS
SIMILAR OPPORTUNITIES
No similar opportunities available at the moment.
