Help Desk Specialist – IT Support

About the role

Booz Allen is seeking a dedicated Help Desk Specialist to deliver Tier I and II technical support to internal teams and mission partners. You will work in a fast‑paced environment, ensuring tickets are resolved within service level agreements while providing clear guidance on policies and procedures.

Key responsibilities

• Respond to Help Desk tickets, diagnose issues, and provide timely resolutions for Windows, macOS, and cloud‑based environments.
• Maintain accurate ticket documentation, update status daily, and close tickets only after confirming customer satisfaction.
• Educate users on IT policies, best practices, and emerging technologies.
• Collaborate with leadership and cross‑functional teams to improve service delivery and performance metrics.
• Track, analyze, and report on incident trends using industry‑standard tools.

Required profile

• HS diploma or GED with 3+ years of Help Desk experience, or a Bachelor’s degree in IT‑related field with 1+ year of experience.
• Proven ability to work under pressure in a high‑demand environment.
• Strong written and verbal communication skills for interaction at all organizational levels.

Required skills

• Microsoft Windows and macOS support.
• Cloud‑based IT support tools.
• Knowledge of ITIL processes and Agile workflows.
• Experience with Jira and Confluence.
• Familiarity with Azure, AWS, or other cloud technologies.

What we offer

• Comprehensive health, life, disability, and retirement benefits.
• Paid leave, professional development, tuition assistance, and work‑life programs.
• Recognition awards for exceptional performance.