Help Desk Specialist in Arlington, VA at Booz Allen Hamilton Inc.

Date Posted: 10/17/2018

Job Snapshot

Job Description

Job Number: R0040336

Help Desk Specialist

Key Role:

Serve as the first point of contact for customers seeking technical assistance over the phone, via e-mail, or in person to open REMEDY tickets, and initiate the repair response process. Provide tiered incident management through established help desk standard operating procedures (SOPs). Work under general supervision to provide support to engage end users for desktop, server, software, applications and hardware fix actions, and monitor performance of classified and unclassified LANs. Work alongside experienced administrators and technicians to bolster career through supporting a variety of systems engineering, maintenance, and information systems in support for a National Capital Region client. Learn system administration to create and maintain user accounts. Maintain, and review spreadsheets and schematics. Support configuration management and logistics processes.

 Basic Qualifications:

-1+ years of experience with IT or computer information systems

-Ability to complete projects and tasks with minimal supervision

-Ability to perform data entry into REMEDY

-Ability to perform shift work at a 24x7x365 operations center, including work in a 24x7 environment

-Secret clearance required

-HS diploma or GED required

-DoD 8570 IAT Level II Certification required

Additional Qualifications:

-Knowledge of BMC Remedy ticket systems

-Experience with Windows and Microsoft Office

-Experience with desktop computers, servers and IT infrastructure

-Experience with networking devices and operating systems

-Knowledge of networking concepts and technologies

-Possession of excellent customer service skills

-CompTIA, Microsoft, or Cisco Certifications

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.

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