Help Desk Support Specialist

Key Role:

Manage and facilitate a Jira Service Management (JSM) based help desk and ensure timely and efficient resolution of technical issues in both classified and unclassified environments. Serve as a point of contact for all Jira help desk tickets, ensuring prompt acknowledgment and response to user inquiries. Review and triage incoming tickets, categorizing and prioritizing them based on urgency and impact. Collaborate with cross-functional teams, including IA, infrastructure, DevOps, Enterprise Cloud Services, and project management, to facilitate the resolution of Jira tickets. Provide technical guidance and support to end-users, assisting them in resolving their issues effectively. Monitor ticket progress and follow up with relevant stakeholders to ensure timely resolution and closure. Maintain accurate and up-to-date documentation of ticket status, resolutions, and any additional actions taken. Identify recurring issues and propose process improvements or system enhancements to prevent future occurrences.

Basic Qualifications:

• Experience in managing and facilitating Jira help desk tickets, including in a fast-paced environment
• Experience with Agile methodologies and their implementation in Jira
• Knowledge of Jira and its modules, including JSM, Core, and Software
• Knowledge of AWS, help desk operations, and cloud technologies
• Secret clearance
• HS diploma or GED
• DoD 8570 IAT Level II Certification, including Security+
• Ability to obtain Atlassian Certified Jira Administrator Certification within 3 months of

Additional Qualifications:

• Ability to prioritize and multitask effectively
• Ability to interact with individuals at all levels of the organization
• Ability to work independently and collaboratively in a team-oriented environment
• Possession of excellent organizational and time management skills
• Possession of excellent problem-solving and analytical abilities, including attention to detail
• Possession of excellent oral and written communication skills
• Possession of excellent interpersonal skills

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 $52,100.00 to $119,000.00 (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.