Helpdesk Engineer

Booz Allen Hamilton•Missouri City, TX

3d•Remote

About The Position

As an ITSM delivery administrator on our team, you’ll be integral to architecting, deploying, and operating complex delivery environments across various DoW clients. You'll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency change. You'll interface with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals, to assure resilient data-centric delivery. You'll assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions. You'll manage daily or recurring help desk priorities and communicate summary to leadership. Work with us and build the future of technology for the better. Join us. The world can’t wait.

Requirements

5+ years of experience operating complex help desk environments providing simple troubleshooting to complex problem solving, including incident management and standard operating procedure (SOP) development
Experience with identity systems, such as Microsoft AD, for account creation or management
Experience with advanced ticketing systems, such as ServiceNow or Jira
Experience documenting workflows
Ability to demonstrate cross-functional communications with a variety of engineering teams
Ability to obtain a Secret clearance
HS diploma or GED

Nice To Haves

Experience with AI in ITSM process
Experience working in federal, DoW, or IC agency environments
Knowledge of zero trust technologies
Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems
Secret clearance
Bachelor's degree in an IT, Cybersecurity, or Engineering field
ITIL, Atlassian, ServiceNow or COBIT Certification

Responsibilities

Architecting, deploying, and operating complex delivery environments
Embracing an existing help desk implementation
Documenting processes and workflows, including escalation
Advising on opportunities for efficiency change
Interfacing with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals
Assisting in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions
Managing daily or recurring help desk priorities and communicating summary to leadership