Helpdesk Technician

Booz Allen Hamilton•Arlington, VA

4d•$62,000 - $141,000

About The Position

Helpdesk Technician The Opportunity: Your combination of people skills and technical expertise makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting the DoD? We’re looking for a Helpdesk Technician with a solid background in Windows operating systems to work within classified environments, providing in-depth support and leading problem-solving and implementation efforts for specific software and hardware for customers in support of mission-critical applications. You will work as part of a dynamic team to manage service offerings and ticketing, provide troubleshooting experience, and document best practices. You will assist with software and hardware problems for domain users and assist with maintaining the configuration baseline for workstations. We’re looking for a service-focused team member who thrives on the opportunity to help DoD users solve problems. You will provide in-depth support and lead problem-solving and implementation efforts for specific technology products or applications. You'll apply specific functional knowledge and working and general industry knowledge. As a Helpdesk Technician on our team, you’ll collaborate and develop innovative solutions to enable secure and reliable operations of enterprise computer systems. You’ll perform work individually or in a small integrated team. You’ll ensure project completion and provide guidance and direction to lower-level technicians, specialists, and managers. Your technical expertise will be vital as you identify problem areas and opportunities for improvement in a mission-critical network. We focus on growing as a team, so you’ll share your expertise through leadership and mentoring as you help the team work through challenges and develop new methodologies. As a technical leader, you’ll identify new opportunities to modernize the network to help your customers meet their needs. Join our team and solve daily challenges as we improve and enhance the cyber maturity profile of DoD systems across the enterprise. Join us. The world can't wait.

Requirements

1+ years of experience providing customer and user support in an IT operations environment
Experience as a Tier 1 helpdesk technician or with responding to incident tickets
Experience with Active Directory, virtualization, and basic networking
Ability to install, configure, troubleshoot, and maintain hardware and software on Windows and Unix operating systems
Ability to work and multi-task in a fast-paced environment and identify, track, monitor, and prioritize requests
Ability to author, interpret, and analyze technical documentation
Active TS/SCI clearance; willingness to take a polygraph exam
HS diploma or GED
DoD 8140 Certification such as Security+ CE Certification

Nice To Haves

Experience with Jira and the Atlassian Suite of tools
Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking, and escalation
Knowledge of VMware and Hyper V
Bachelor’s degree