Help Desk Lead

Help Desk Lead
Key Role:
Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply specific functional, 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. Review or guide activities of more junior employees.
Basic Qualifications:

• 4+ years of experience with assisting users to resolve issues
• 3+ years of experience with supporting DoD or other government organizations
• 1+ years of experience in a technical Help Desk support role
• Experience with installing, configuring, testing, and maintaining hardware and software
• Knowledge of Microsoft Office Suite
• Secret clearance
• Bachelor's degree and 2+ years of experience in customer service or Help Desk
• CompTIA Certification, including A+, Network+, or Sec+

Additional Qualifications:

• Experience with analyzing call center and ticketing system reports to design response handling strategies
• Experience with ticketing systems, including ServiceNow or Jira
• Experience with identifying, tracking, monitoring, and prioritizing requests
• Knowledge of Army365 and Army cloud environments, including AWS or Azure
• Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking and escalation, and CRM applications
• Master's degree
• Technical IT 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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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 $49,800.00 to $102,000.00 (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.
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.

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