Help Desk Technician, Mid

The Challenge:

Are you looking for an opportunity to provide exceptional technical support to a prominent DoD information sharing enterprise? You know that good web-based information sharing services are more than just a nice looking interface + data. You know you need the right combination of applications, software, analytics, infrastructure, and expertise in customer engagement to build a user-focused solution.

As technical support/help desk on our team, you’ll learn how to help customers overcome their most difficult challenges using the latest web-based applications like SharePoint 2013, Adobe Connect, XMPP Chat Services, Esri ArcGIS Server/Portal, and Telligent Community. As part of our team, you’ll help maintain and support the DoD's premier information sharing enterprise with consistent performance and scalability. You’ll directly impact our customers as they use our portfolio of services to share critical information that is vital for their mission. With mentoring, positive review of help desk tickets, and opportunities to learn new tools and skills, we focus on growing as a team to make the best solutions for our customers. Join us as we build systems to change DoD Information sharing for the better.

Empower change with us.


Build Your Career:

A challenging and dynamic work environment isn’t all we have to offer. When you join Booz Allen, you can expect:

  • access to experts in virtually every field
  • a culture that focuses on supporting our employees
  • opportunities that provide stability while offering variety

You’ll also be exposed to a wealth of training resources through our Digital University, an online learning portal featuring more than 5000 functional and technical courses, certifications, and books. Build your technical skills through hands-on training on the latest tools and tech from our in-house experts. Pursuing certifications? Take advantage of our tuition assistance, on-site bootcamps, certification training, academic programs, vendor relationships, and a network of professionals who can give you helpful tips. We’ll help you develop the career you want, as you chart your own course for success.

You Have:

-2+ years of experience with IT systems in a professional work environment

-1+ years of experience with call center or help desk operations, including call center workflow management and customer support planning

-Experience with Microsoft Office and Office 365

-Experience with identifying corrective measures for IT systems and resources allocation, then carrying out those measures

-Experience with managing customer-generated help tickets, comprehending their input, and responding to their issues appropriately

-Ability to provide help desk support, including expertise in customer service, communications, and technical work
-Active Secret clearance

-HS diploma or GED

Nice if You Have:

-2+ years of experience with networking technical support

-Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems

-Knowledge of help desk software, including BMC Remedy, ITSM, and Support Center Plus

-Ability to use professional e-mail and phone etiquette

-Possession of excellent oral and written communication skills, including providing technical solutions in a user friendly manner

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.

We’re an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic—to fearlessly drive change.

#LI-AH1, CJ1, PACRIM

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