Tier 2 Service Desk Technician

Tier 2 Service Desk Technician

The Opportunity:

Your combination of people skills and technical expertise makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting the DoD? We’re looking for a Tier 2 Service Desk Technician with a solid background in Customer Service and Windows operating systems to work within classified environments, providing in-depth support and leading problem-solving and implementation efforts for specific software and hardware for customers in support of critical missions. You will work as part of a dynamic team to manage service offerings and ticketing, provide troubleshooting experience, and document best practices. You will assist with software and hardware problems for domain users and assist with maintaining the configuration baseline for workstations.

We’re looking for a service-focused team member who thrives on the opportunity to help DoD users solve problems. You will provide in-depth support and lead problem-solving and implementation efforts for specific technology projects. You'll apply specific functional knowledge and working and general industry knowledge. As a Service Desk Technician on our team, you’ll collaborate and develop innovative solutions to enable secure and reliable operations of enterprise computer systems. You’ll work individually or in a small integrated team. You’ll ensure project completion, and your technical expertise will be vital as you identify problem areas and opportunities for improvement in a critical network.

We focus on growing as a team, so you’ll share your expertise as you help the team work through challenges and develop new methodologies. As a technical leader, you'll help your customers solve their complex problems. Join our team and solve daily challenges as we improve and enhance the cyber maturity profile of DoD systems across the enterprise.

Join us. The world can't wait.

You Have:

• 5+ years of experience providing support to an IT operations environment, in a team-oriented, collaborative environment
• Experience as a Tier 2 Service Desk Technician or responding to incident tickets
• Experience with workstation hardware and software support, printers, desktop imaging, KVM's, and peripheral devices and accompanying cabling and 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; willingness to take a polygraph exam
• HS diploma or GED
• DoD 8570 IAT Level II Certification such as Security+ CE Certification

Nice If You Have:

• 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
• Possession of excellent customer service skills
• Possession of excellent time management skills
• Bachelor’s degree

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI 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 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 $62,000.00 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. 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 or customer facility, in alignment with your leadership's expectations and the needs of the role.
• Onsite: If this position is listed as onsite, work will primarily be performed full-time at a 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.