Help Desk and Customer Support Specialist

Key Role:

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply specific functional knowledge and working and general industry knowledge. Develop or contribute to solutions to a variety of problems of moderate scope and complexity. Work independently with some guidance, and review or guide activities of junior employees. Provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email, and chat. Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution. Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues. Enter and track tickets for the requesting organization. Maintain responsibility for attending meetings that affect Help Desk Process and Procedures. Communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status. Solve problems using documented Standard Operating Procedures (SOP). Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client, server, storage, and network devices. Provide support for the escalation and communication of status to agency management and global customers.

Basic Qualifications:

• Experience as an IT professional
• Ability to work weekends and holidays.
• Ability to work evening shifts from 1500-2300 Tuesday - Saturday, and attend training M-F, 0700-1500 for the first 4-6 weeks
• TS/SCI clearance with a polygraph
• Bachelor's degree
• Security+ Certification

Additional Qualifications:

• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment
• Possession of excellent customer service skills
• Master's degree

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance with polygraph 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.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

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.