Service Desk Lead

Booz Allen Hamilton•Fayetteville, NC

3d•$61,900 - $141,000

About The Position

Service Desk Lead The Opportunity: A well-functioning Airborne ISR (AISR) Operations Center is critical to enable USSOCOM to achieve their missions, but how can an organization make sure their network and systems will support their no-fail mission? That’s why we need an experienced Network and Systems Engineer like you with an operational mindset, who knows what it takes to provide the best capability to our warfighters. As the AISR Support Lead on our team, you'll use your experience in support of a mission critical global C2ISR infrastructure to enable sensor data transport. Under broad direction, you will upgrade and expand network-wide infrastructure, troubleshoot and resolve complex network issues, analyze current working infrastructure, and increase security, reliability, and availability for mission-critical network and SATCOM systems. As the AISR Support Lead, you will influence team members, the customer, and vendors to define, analyze, and provide solutions for the customer’s sensor data transport requirements. Your knowledge will come in handy as you optimize client operations and support modernization. Further your career with us as we help USSOCOM maintain their network and support critical partners in the DoD. Join us. The world can’t wait.

Requirements

10+ years of experience with IT Help Desk or Service Desk, supporting customers in a technical environment, performing network administration or network engineering, including leveraging monitoring, network diagnostic, and network analytics tools, and configuring and installing network devices and services such as routers, switches, firewalls, load balancers, VPN, or QoS
Experience creating and updating Knowledge Articles for internal and external customer-facing use
Experience with ticketing and knowledge management systems such as ServiceNow, and virtual applications such as VMware vSphere, vCenter, or ESXi
Knowledge of ITIL concepts, and networking protocols such as IPSEC, HSRP, BGP, OSPF, 802.11, or QoS
Ability to report briefings and findings of complex technical and operational topics to leadership, and liaise with vendors and IT personnel for problem resolution
Ability to work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure, and advise on selection and implementation of security tools, policies, and procedures in conjunction with the cybersecurity team
Ability to translate technical troubleshooting steps into clear, concise, and customer-friendly documentation, and collaborate with technical teams to validate content accuracy
Secret clearance
Bachelor’s degree in CS, IT, or Engineering
DoD 8140 IAT Level II Certification such as CCNA Certification

Nice To Haves

Experience with VMWare NSX
Experience developing standard operating procedures (SOPs), quick reference guides, and training materials
Experience with root-cause analytic tools to measure article performance, deflection rates, and usage metrics
Knowledge of Gem One and KG
Ability to analyze ticket trends and propose knowledge gaps or process improvement
TS/SCI clearance
Cisco CCNP Certification