Technical Service Desk Specialist

Booz Allen Hamilton•Virginia Beach, VA

1d•$52,900 - $108,000•Remote

About The Position

Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications. Applies specific functional knowledge with general industry knowledge. Develops or contributes to solutions to a variety of problems of moderate scope and complexity. Works independently with some guidance.

Requirements

Experience serving as the first point of contact for customers seeking technical assistance over the phone and email
Experience monitoring and maintaining the service desk ticketing system to ensure the timely resolution of issues
Ability to work independently and as part of a team in a fast-paced environment
Ability to communicate technical information to non-technical users
Secret clearance
HS diploma or GED

Nice To Haves

Ability to learn emerging IT technologies with tools in War Data Platform (WDP), or FlankSpeed. Such as SharePoint administration, PowerApps, Foundry
Experience with ticketing systems and service management frameworks
Possession of strong written and communication skills with professionalism in interactions across all organizational levels
Possession of strong customer service skills
Bachelor's degree in IT, Computer Science, or Communications field
CompTIA Security+ or OS Certification

Responsibilities

Provide Tier I and II technical support of multiple applications.
Manage and resolve Service Desk tickets in a high demand and fast-paced environment.
Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.
Collaborate closely with engineering and management teams while maintaining professional and clear communication.
Identify and implement needed resolutions or workaround solutions for technical issues in a structured manner.