Help Desk Specialist

Booz Allen Hamilton - Washington, DC3.9

Full-time
Key Role:
Join a dynamic team providing IT help desk customer service for a DoD client supporting a critical program. Provide Tier I incident management through established Help Desk Standard Operating Procedures (SOPs). Serve as the first point of contact for customers seeking technical assistance over the phone, via e–mail, or in person to open REMEDY tickets and initiate the repair response process. Gain knowledge and expertise from experienced administrators and technicians through support to a variety of systems engineering, maintenance, and information systems for a National Capital Region client. Work under general supervision to provide first tier support to engage end users for desktop, server, software, applications, and hardware fix actions while monitoring the performance of classified and unclassified LANs. Learn system administration to create and maintain user accounts and develop, maintain, and review spreadsheets and schematics to support configuration management and logistics processes. This position will require performing shift work at a 24x7x365 operations center.

Basic Qualifications:
  • 1+ years of experience with IT or computer information systems
  • Ability to work primarily overnight shift hours from 10:00 PM–6:00 AM
  • Ability to complete projects and tasks with minimal supervision
  • Ability to perform data entry into REMEDY
  • Secret clearance required
  • HS diploma or GED required
  • DoD 8570 IAT Level II Certification
Additional Qualifications:
  • Experience with Windows and Microsoft Office
  • Experience with networking devices and operating systems
  • Knowledge of BMC Remedy implementation and usage
  • Knowledge of networking concepts and technologies
  • Possession of excellent customer service skills
  • CompTIA, Microsoft, or Cisco Certifications
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.

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