IT Helpdesk Specialist and Knowledge Manager

2 weeks ago

Fort Shafter, United States Booz Allen Hamilton Full time
Job Number: R0197973

IT Helpdesk Specialist and Knowledge Manager

Key Role:

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply specific functional knowledge, including working and general industry knowledge. Develop or contribute to solutions to a variety of problems of moderate scope and complexity. Work independently with some guidance and review or guide activities of more junior employees.

Basic Qualifications:

  • 5+ years of experience with IT Helpdesk Support

  • Experience providing customer support to end users either in person, through email, or over the phone

  • Experience leading and managing Tier I, II, and III Helpdesk Technicians, including monitoring ticket volume and performance metrics, such as corrective action, and communicating with senior level clients

  • Ability to analyze, diagnose, troubleshoot, and resolve end user IT issues, including software applications, laptops, and peripheral devices

  • Ability to travel up to 15%of the time

  • Secret clearance

  • Bachelor's degree

  • CompTIA Security+ or DoD 8570 IAT Level II Certification

Additional Qualifications:

  • Experience with the DoD, Army, or Joint Staff

  • Experience with Power BI

  • Experience using Microsoft Office products

  • Experience defining team goals and leading staff to achieve desired results

  • Experience with IT Asset Management

  • Experience with NMCI Enterprise Tool (NET)

  • Experience with Windows

  • Ability to assist in the creation of end user guides and Standard Operating Procedures (SOP)

  • Master's degree

  • Microsoft Certified Engineer and Information Assurance Officer 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.

Create Your Career:

Grow With Us

Your growth matters to us-that's why we offer a variety of ways for you to develop your career. With professional and leadership development opportunities like upskilling programs, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.

A Place Where You Belong

Diverse perspectives cultivate collective ingenuity. Booz Allen's culture of respect, equity, and opportunity means that, here, you are free to bring your whole self to work. With an array of business resource groups and other opportunities for connection, you'll build your community in no time.

Support Your Well-Being

Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we'll support you as you pursue a balanced, fulfilling life-at work and at home.

Your Candidate Journey

At Booz Allen, we know our people are what propel us forward, and we value relationships most of all. Here, we've compiled a list of resources so you'll know what to expect as we forge a connection with you during your journey as a candidate with us.

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 $51,600.00 to $105,000.00 (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.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

  • If this position is listed as remote or hybrid, you'll periodically work from a Booz Allen or client site facility.
  • If this position is listed as onsite, you'll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We're an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.

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