Helpdesk Specialist, Mid

Booz Allen Hamilton•Hurlburt Field, FL

2d•Remote

About The Position

The Opportunity: Your combination of people skills and troubleshooting expertise makes you the team hero, solving one problem after another. What if you could use those skills to troubleshoot and maintain a client’s existing technology? We’re looking for a Helpdesk Specialist who works to help us perform a variety of services in support of end users and missions for the various clients as directed by leadership.

Requirements

6+ years of experience in IT, such as Tier 1 or 2 helpdesk support
Experience with Windows OS, O365 suite of applications, basic multimedia systems, multi-functional devices, and mobile devices
Experience in hardware and software installation, configuration, and troubleshooting
Experience with active directory security group management, exchange distribution lists, and file share permission assignment
Experience using Remedy for ITSM
TS/SCI clearance
HS diploma or GED
DoDD 8570.01-M IAT2 or CompTIA Security+ Certification

Nice To Haves

Experience using ServiceNow for ITSM
Possession of excellent problem-solving skills
Possession of excellent customer service, written, and oral communication skills

Responsibilities

Provide support to users in resolving problems using help desk center tools including Remedy, ServiceNow, MECM, VMWare, ESXi and NetApp ONTAP.
Support electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government.
Provide EOC site and local help desk services and acts as the POC for creating, responding to, and resolving end user incidents.
Coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
Create tickets within IT Service Management (ITSM) tools.
Troubleshoot and repair end user devices.
Install and troubleshoot software.
Re-image hardware.
Perform shared file access maintenance.
Maintain accounts.
Create tokens.
Reset CAC and Token pins.
Maintain local registration authority capabilities.
Provide information and tracking on IT Projects, ASIs, incidents, and changes that impact customers ensuring incidents are routed or escalated to the appropriate support group.
Escalate tickets to other IT support groups.
Combine technical knowledge and communication skills to turn metrics into information and articulate their meaning.
Gain experience in PC and Systems hardware with opportunities to learn and grow into your preferred career path.
Focus on growing as a team, sharing techniques, working through challenges, and developing new methodologies together.