Help Desk Specialist

Booz Allen Hamilton•Austin, TX

4d•Remote

About The Position

The Opportunity: You know that project managers touch every single part of a business and wear multiple hats: from caring for the client and their meaningful project goals to participating in business development and being a key contributor to their employees’ growth. We’re looking for someone like you to help our clients meet their mission by managing their customer facing mission delivery and providing support to their user base. In this role, you’ll manage the delivery of the most advanced digital solutions and provide technical assistance on their mission systems ensuring end-users are full adept and trained to adopt systems, tools, and processes. You'll oversee staff and triage requests, ensuring successful completion satisfied end-users. You’ll work closely with clients to take the time to learn the complexities of their mission and provide them with tangible advice on business process improvements, mission success, and standard methodologies. You'll bring your customer service skills paired with your problem-solving expertise to address system, network, desktop, hardware, and other IT-related issues. Work with us to transform the future of digital platforms. Join us. The world can’t wait.

Requirements

10+ years of experience dealing directly with customers and managing IT professionals in a customer support environment in an IT services provider organization
10+ years of experience supporting Windows Server production environment and a complex call center system
3+ years of experience writing, conducting and documenting IT systems testing and training
2+ years of experience in developing training tools and materials to support IT infrastructure
Experience supporting IP based physical security systems
Ability to utilize automated products and graphics packages for preparation of presentation material, and utilize a wide variety of audio and visual software and aids in training material preparation and presentation
Ability to function in a modern learning lab utilizing audio and visual aids, web-based instruction, computer-assisted instruction
Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements
HS diploma or GED and 4+ years of experience in an IT field, Associate's degree and 3+ years of experience in an IT field, or Bachelor's degree in an IT field

Nice To Haves

Possession of excellent verbal and written communication skills
Public trust
Project Management Professional (PMP) certification

Responsibilities

Manage the delivery of advanced digital solutions.
Provide technical assistance on mission systems.
Ensure end-users are adept and trained to adopt systems, tools, and processes.
Oversee staff and triage requests.
Ensure successful completion and satisfied end-users.
Work closely with clients to understand mission complexities.
Provide advice on business process improvements, mission success, and standard methodologies.
Address system, network, desktop, hardware, and other IT-related issues.