Service Desk Support Coordinator

Key Role:

Support a program across multiple agencies by acting as the first point of contact for all program communications. Use ITIL methodologies, including incident, problem, knowledge, and change management to record, monitor, and track all communications sent to the project team. Provide daily, weekly, and monthly metrics to identify and improve service level performance, as needed. Provide knowledge of Multifaction Devices (MFD) and network printers and the services they run such as transfer protocol (FTP), telnet, Hyper Text Transport Protocol Secure (HTTPS), Simple Mail Transfer Protocol (SMTP), and Simple Network Management Protocol (SNMP). Manage and configure MacOS Jam Apple Device. Support end users and automatically apply security updates. Apply and use management services such as FTP, SSH, HTTP, HTTPS, SMTP, BOOTP, DHCP, and SNMP to configure and monitor printers and devices. Restrict access to devices’ configuration and management functions from the console against access by non-privileged or unauthorized individuals. Place printers and MFDs on a dedicated network segment or virtual local area network (VLAN). Mitigate devices that do not allow compliant configuration to be placed behind a firewall allowing discretionary access list to block all traffic to the device except traffic coming from the print spooler and system administrators IP.

Basic Qualifications:

  • 3+ years of experience working with IT in a professional environment
  • 3+ years of experience working with and specializing in printers
  • Experience with Help desk support and touch maintenance on client systems such as Windows10, Group Policy, system imaging, and multi-function devices and printers
  • Experience using Microsoft Office 365
  • Knowledge of MacOS Jamf
  • Ability to use professional e-mail and phone etiquette
  • Ability to obtain a security clearance
  • HS diploma or GED

Additional Qualifications:

  • 5+ years of experience with ServiceNow or an equivalent ticketing system
  • Knowledge of federal information security and privacy policies, standards, procedures, directives, frameworks, federal security authorizations, assessments, and risk management processes for enterprise systems
  • Bachelor's degree
  • Security+ Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

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.

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