Tier 2 Service Desk Technician
About The Position
Booz Allen is seeking a service-focused Tier 2 Service Desk Technician to support DoD users in classified environments. The technician provides in-depth customer support and leads troubleshooting and implementation efforts for designated software and hardware in support of critical missions. The role includes managing service offerings and ticketing, resolving workstation and domain-user issues, and helping maintain workstation configuration baselines. Working individually or in a small integrated team, the technician collaborates on solutions that support secure and reliable enterprise computer operations. The role involves identifying problems and opportunities to improve a critical network, ensuring project completion, documenting best practices, and sharing expertise to help the team develop methods and address challenges. The position is onsite in Arlington, Virginia, and requires an active TS/SCI clearance and willingness to take a polygraph exam.
Requirements
- At least 5 years of experience supporting an IT operations environment in a team-oriented, collaborative setting.
- 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 accompanying 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 and customer support to DoD users in classified environments.
- Lead troubleshooting and implementation efforts for specific software, hardware, and technology projects.
- Manage service offerings and ticketing, including responding to incident tickets and resolving user issues.
- Support workstation hardware and software, printers, desktop imaging, KVMs, peripherals, cabling, and related software.
- Install, configure, troubleshoot, and maintain hardware and software on Windows and Unix operating systems.
- Assist with maintaining workstation configuration baselines.
- Collaborate to develop solutions that enable secure and reliable enterprise computer operations.
- Document best practices, share expertise, and help develop new team methodologies.
- Identify problem areas and opportunities for improvement in the network and help ensure project completion.
Benefits
- Health, life, disability, 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
