Help Desk Specialist - Booz Allen Hamilton

Key Responsibilities

• Serve as the first point of contact for incident and service request tickets, delivering timely resolution via phone, email, and remote tools.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues on Windows workstations, laptops, and peripheral devices.
• Manage user accounts, group memberships, and access permissions in Active Directory and Office 365.
• Document all support activities in ServiceNow, ensuring accurate ticket lifecycle management and knowledge‑base updates.
• Collaborate with senior IT teams to escalate complex problems and contribute to continuous‑improvement initiatives.

Requirements

• 2+ years of hands‑on help‑desk or technical support experience in a mission‑critical environment.
• Strong knowledge of Windows operating systems, Active Directory, and Microsoft Office 365 administration.
• Proficiency with ServiceNow ticketing platform and ITIL incident management processes.
• Excellent communication and customer‑service skills, with the ability to explain technical concepts to non‑technical users.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified: Fundamentals preferred.