Help Desk Specialist

TL;DR

Help Desk Specialist: Providing Tier I and II technical support for internal and external mission partners with an accent on incident resolution, ticket management, and policy guidance. Focus on maintaining high service levels, documenting technical issues systematically, and ensuring customer satisfaction in a fast-paced environment.

Location: Must be based in the United States (Doral, FL). Role may require occasional on-site presence at Booz Allen or customer facilities.

Compensation: $52,900 – $108,000 (annualized USD).

Company

A global technology and consulting firm dedicated to solving complex challenges through innovation and mission-focused solutions.

What you will do

• Provide Tier I and II technical support for help desk tickets from team members and mission partners.
• Track, analyze, and resolve technical incidents systematically using industry-standard software.
• Update tickets daily with complete notes and ensure resolution meets service level agreements.
• Educate users and provide policy guidance on all IT inquiries.
• Interface with customers and leadership to understand needs and gain insight on delivery performance.

Requirements

• Must be based in the United States.
• 3+ years of experience in Help Desk Support with a HS diploma/GED, or 1+ year with a Bachelor’s degree in IT, CS, or Cybersecurity.
• Experience with Microsoft Windows, macOS, and cloud-based IT support tools.
• Knowledge of ITIL processes and Agile workflows.
• Ability to pass identity verification processes including biometrics and on-camera interviews.

Nice to have

• Experience with Jira and Confluence.
• Knowledge of Azure, AWS, or other cloud technologies.
• CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator certifications.
• Excellent organizational, written, and verbal communication skills.

Culture & Benefits

• Comprehensive health, life, disability, and retirement benefits.
• Paid leave and professional development opportunities.
• Tuition assistance and work-life programs.
• Recognition awards program for exceptional performance.
• Collaborative, people-first culture with support for virtual and in-person engagement.