Service Desk Lead

The Opportunity:

A well-functioning Airborne ISR (AISR) Operations Centeris critical to enableUSSOCOMto achieve their missions, but how can an organization make sure theirnetworkand systems will support their no-fail mission?That'swhy we need an experienced Network and Systems Engineer like you with an operational mindset,who knowswhat it takes toprovidethe best capability to our warfighters.

Asthe AISR Support Leadon our team,you'lluse your experience in support of a mission criticalglobal C2ISR infrastructure to enable sensor data transport. Under broad direction, you will upgrade and expand network-wide infrastructure, troubleshoot and resolve complex network issues, analyze current working infrastructure, and increase security, reliability, and availability for mission-critical networkand SATCOMsystems.

Asthe AISR Support Lead, you will influence team members, the customer, and vendors to define, analyze, and provide solutions for the customer's sensor data transportrequirements. Your knowledge will come in handy as youoptimizeclient operations and support modernization.

Further your career with us as we helpUSSOCOMmaintaintheir network and support critical partners in the DoD.

Join us. The worldcan'twait.

You Have:

• 10+ years of experience with IT Help Desk or Service Desk, supporting customers in a technical environment, performing network administration or network engineering, including leveraging monitoring, network diagnostic, and network analytics tools, and configuring and installing network devices and services such as routers, switches, firewalls, load balancers, VPN, or QoS
• Experience creating and updating Knowledge Articles for internal and external customer-facing use
• Experience with ticketing and knowledge management systems such as ServiceNow, and virtual applications such as VMware vSphere, vCenter, orESXi
• Knowledge of ITIL concepts, and networking protocols such as IPSEC, HSRP, BGP, OSPF, 802.11, or QoS
• Ability to report briefings and findings of complex technical and operational topics to leadership, and liaise with vendors and IT personnel for problem resolution
• Ability to work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure, and advise onselectionand implementation of security tools, policies, and procedures in conjunction with the cybersecurity team
• Ability to translate technical troubleshooting steps into clear, concise, and customer-friendly documentation, and collaborate with technical teams tovalidatecontent accuracy
• Secret clearance
• Bachelor's degree in CS, IT, or Engineering
• DoD 8140 IAT Level II Certification such as CCNACertification

Nice If You Have:

• Experience with VMWare NSX
• Experience developing standard operating procedures (SOPs), quick reference guides, and training materials
• Experience withroot-causeanalytic tools to measure article performance, deflection rates, and usage metrics
• Knowledge of Gem One and KG
• Ability to analyze ticket trends and propose knowledge gaps or process improvement
• TS/SCIclearance
• Cisco CCNP 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.

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.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

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.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.