Helpdesk Engineer

Helpdesk Engineer The Opportunity: - As a n ITSM delivery administrator on our team, you’ll be integral to a rchitect ing , deploy ing , and operating complex delivery environments across various DoW clients . - You'll e mbrace an existing help desk implementation, document processes and workflows, including escalation, and advis e on opportunities for efficiency change . - You'll i nterface 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 m anage daily or recurring help desk priorities and communicate summary to leadership . - Work with us and build the future of technology for the better. Join us. The world can’t wait. You Have: - 5+ 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, for account creation or management - 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 - Ability to obtain a 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 zero trust technologies - Knowledge of federal information security policies, standards, procedures, directives, frameworks, federal security authorizations, assessment, and risk management processes for enterprise systems - Secret clearance - Bachelor's degree in an IT, Cybersecurity, or Engineering field - ITIL, Atlassian, ServiceNow, or COBIT Certification Clearance: - Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. 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 page. - Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. - The projected compensation range for this position is $61,900.00 to $141,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. - This posting will close within 90 days from the Posting Date. Identity Statement - As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. - You are expected to be on camera during interviews and assessments. - We reserve the right to take your picture to verify your identity and prevent fraud. Candidate AI Usage Policy - AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. - However, we want to ensure a fair candidate process based on your own skills and knowledge. - As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided. Work Model - Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. - To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. Remote - If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility. Hybrid - If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. - You may also be required to work from or visit a customer facility. Onsite - If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role. Commitment to Non-Discrimination - All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.