Helpdesk Engineer, Senior

Helpdesk Engineer, Senior

The Opportunity:  

As a senior ITSM delivery lead and help desk administrator on our team, you’ll be integral to architecting, deploying, and operating complex delivery environments across various DoW clients. You'll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency change. Interface with key stakeholders and users, including internal delivery and engineering teams as well as cybersecurity professionals, to assure resilient data-centric delivery. You'll assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions. You'll mentor the next set of storage engineers to help them grow into tomorrow’s data architects.   

   

Work with us and build the future of technology for the better.   

  

Join us. The world can’t wait.  

 

You Have:  

• 8+ years of experience operating complex help desk environments providing simple troubleshooting to complex problem solving, including incident management and standard operating procedure (SOP) development 

• Experience with identity systems such as Microsoft AD 

• Experience with advanced ticketing systems such as ServiceNow or Jira 

• Experience documenting workflows 

• Ability to demonstrate cross-functional communications with a variety of engineering teams 

• Secret clearance 

• HS diploma or GED 

Nice If You Have:  

• Experience with AI in ITSM process 

• Experience working in federal, DoW, or IC agency environments 

• Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems 

• Bachelor's degree in an IT, Cybersecurity, or Engineering field 

• ITIL, Atlassian, ServiceNow or COBIT Certification

 

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits pag