onsite
Help Desk Specialist - Booz Allen Hamilton
Software Engineer
Provide fast, reliable technical support to internal and external mission partners, handling incidents, service requests, and system administration across Windows, AD, and Office 365 environments using ServiceNow and ITIL best practices.
About the role
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.
Skills
active directoryservicenowitil