Job Description

Fort Shafter,HI,US
Remote Work:
Job Number:
IT Helpdesk Specialist and Knowledge Manager

Key Role:

Bring your passion for technology and Tier 1 and 2 experience to support our DoD client. Identify and resolve challenges coupled with an appetite for collaboration and individual delivery. Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply advanced consulting skills, extensive technical expertise, and full industry knowledge. Apply senior database administration skills for Lifecycle Management. Develop innovative solutions to complex problems. Work without considerable direction. Mentor and supervise team members. Work with a highly effective team to not only conduct operations and maintenance, but directly contribute to the enhancement of every IT component that comprises multiple distinct domains and mobile exercise networks. Leverage your creativity and initiative to help drive the future. Assist users to overcome technical challenges through regular interactions with all levels of the command hierarchy. Analyze problem areas and identify opportunities for improvement in mission-critical networks integrated with recovery and backup strategies. Combine your passion for technology and superior communication skills by turning metrics into actionable information and communicate their meaning to leaders. Gain experience in a highly demanding and diverse Windows computing environment with a global operations-facing entity. 

Basic Qualifications:

  • 5+ years of experience with IT Helpdesk Support 
  • Experience providing customer support to end users either in person, through email, or over the phone 
  • Experience leading and managing Tier I, II, and III Helpdesk Technicians, including monitoring ticket volume and performance metrics, including corrective action, and communicating with senior level clients 
  • Ability to analyze, diagnose, troubleshoot, and resolve end user IT issues, including software applications, laptops, and peripheral devices 
  • Ability to travel up to 15% of the time
  • Secret clearance
  • Bachelor’s degree 
  • CompTIA Security+ or DoD 8570 IAT Level II Certification 

Additional Qualifications:

  • Experience with the DoD, Army, or Joint Staff
  • Experience with Power BI 
  • Experience using Microsoft Office products 
  • Experience defining team goals and leading staff to achieve desired results
  • Experience with IT Asset Management 
  • Experience with NMCI Enterprise Tool (NET) 
  • Experience with Windows 
  • Ability to assist in the creation of end user guides and Standard Operating Procedures (SOP)  
  • Master's degree
  • Microsoft Certified Engineer and Information Assurance Officer Certification

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. 


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 $73,000.00 to $166,000.00 (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.

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, you’ll periodically work from a Booz Allen or client site facility.
  • If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, 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.