Associate Help Desk Technician

Associate Help Desk Technician

Company:

The Boeing Company

The Boeing Company’s Specialized United States Infrastructure Operations Organization is currently seeking an Associate Help Desk Technician to join the team in Berkeley, MO.

In this frontline Information Technology (IT) support role, you will answer incoming support calls, create and manage incidents in Jira Service Management, and resolve common user issues including access and permissions, Windows desktops, applications, printers, and collaboration tools.

The ideal candidate combines strong troubleshooting skills, a customer-focused attitude, and precise ticketing and documentation practices to ensure timely resolution and excellent end-user experience.

Position Responsibilities:

• Answer incoming support calls and respond to end-user IT requests via phone, email, and chat

• Provide frontline phone technical support and remote troubleshooting

• Create, document, update, and close incidents in “Jira Service Management”

• Diagnose, isolate, and troubleshoot recurring issues using ticket history and knowledge base articles

• Escalate server and infrastructure issues to Systems Administration and Network teams; follow escalation workflows

• Maintain clear, timely communication with end users and leadership throughout the incident lifecycle

• Identify and report recurring incident trends and recommend corrective actions

• Assist with end-user onboarding/offboarding, workstation setup, and account provisioning

• Contribute to and maintain knowledge base documentation and standard operating procedures

• Resolve common end-user issues including:

  • password resets

  • account lockouts

  • access and permissions issues

  • desktop troubleshooting

  • printer and peripheral support

  • Microsoft Office issues

  • software installation and configuration

  • collaboration tool support

Basic Qualifications (Required Skills/Experience):

• Ability to obtain access to Special Access Programs (SAP)

• Active Security+ certification or the ability to obtain the certification within 6 months of your start date

• 1+ years of experience in an IT Help Desk position resolving IT issues

• 1+ years of experience working in a fast-paced customer service related environment

• 1+ years of experience supporting Windows operating systems (Windows 10/ Server 2012 or greater)

• 1+ years of experience with Microsoft Office Products like Outlook, PowerPoint, Excel, and Word

• 1+ years of experience in all aspects of Windows Desktop administration (e.g. application and services, troubleshooting, application configuration, networking, user accounts, Active Directory and/or security)

Preferred Qualifications (Desired Skills/Experience):

• Bachelor's degree or equivalent work or military experience

• Experience with Jira Service Management

• Experience supporting collaboration tools such as Teams

• Experience with base creation and documentation best practices

• Experience with basic networking (e.g., TCP/IP, DHCP, DNS)

• Experience with troubleshooting for desktops, printers, software, and user access issues

Conflict of Interest:

Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.  

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargai