Tier 2 Service Desk Technician
About The Position
Booz Allen is seeking a Tier 2 Service Desk Technician to provide customer-focused technical support to DoD users in classified environments. The technician will troubleshoot and resolve software and hardware issues, support domain users, manage service offerings and tickets, document best practices, and help maintain workstation configuration baselines. The position also involves leading problem-solving and implementation efforts for specific technology projects and contributing to secure, reliable enterprise computer operations. The technician will work individually or as part of a small integrated team, collaborating to identify problems and opportunities for improvement in a critical network. They will share expertise, help develop methodologies, and support efforts to improve the cyber maturity of DoD systems across the enterprise. An active TS/SCI clearance is required, and the selected applicant may need to meet eligibility requirements for access to classified information.
Requirements
- 5+ years of experience providing support to an IT operations environment in a team-oriented, collaborative environment.
- Experience as a Tier 2 Service Desk Technician or responding to incident tickets.
- Experience supporting workstation hardware and software, printers, desktop imaging, KVMs, peripheral devices, cabling, and software.
- 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 multitask, prioritize, and execute tasks in a high-pressure environment.
- Active TS/SCI clearance and willingness to take a polygraph exam.
- High school diploma or GED.
- DoD 8570 IAT Level II certification, such as Security+ CE.
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.
- Ability to work with Security Technical Implementation Guides and group policies.
- Excellent customer service skills.
- Excellent time management skills.
- Bachelor’s degree.
Responsibilities
- Provide in-depth technical support to DoD users in classified environments.
- Respond to incident tickets and troubleshoot workstation hardware and software issues.
- Support domain users with software and hardware problems.
- Manage service offerings and ticketing.
- Lead problem-solving and implementation efforts for specific software, hardware, and technology projects.
- Install, configure, troubleshoot, and maintain hardware and software on Windows and Unix operating systems.
- Assist with maintaining workstation configuration baselines.
- Document best practices and help develop new methodologies.
- Collaborate individually or in a small integrated team to support secure and reliable enterprise computer operations.
- Identify problem areas and opportunities for improvement in a critical network.
Benefits
- Health, life, and disability benefits.
- Financial and retirement benefits.
- Paid leave.
- Professional development.
- Tuition assistance.
- Work-life programs.
- Dependent care.
- Recognition awards for exceptional performance and demonstration of company values.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
