Helpdesk Engineer, Senior

Booz Allen Hamilton is seeking a Senior Helpdesk Engineer to lead ITSM delivery and manage complex delivery environments for a range of DoW clients from our Honolulu onsite location. This role blends architecture, deployment, and operations with process documentation, issue escalation, and guidance on efficiency improvements, all while coordinating with stakeholders across delivery, engineering, and cybersecurity teams. It also includes mentoring storage engineers as they develop toward data architecture roles.

As the senior ITSM delivery lead, you will document workflows, support an established help desk implementation, and design custom policies that govern delivery and access across hybrid and edge environments. You will engage with internal teams and external partners to ensure resilient, data-centric delivery and help shape the next generation of storage professionals.

Responsibilities

• Architect, deploy, and operate complex delivery environments across various DoW clients.
• Review an existing help desk setup and clearly document processes and escalation workflows.
• Propose opportunities to improve efficiency and service delivery.
• Collaborate with stakeholders and users, including internal delivery and engineering teams and cybersecurity professionals, to ensure resilient data-centric delivery.
• Assist in designing and implementing custom policy to control delivery and access across hybrid environments, including edge solutions.
• Mentor the next cohort of storage engineers to grow into data architecture roles.

Requirements

• 8+ years of experience operating complex help desk environments, from basic troubleshooting to advanced problem solving, including incident management and SOP development.
• Experience with identity systems such as Microsoft Active Directory.
• Experience with advanced ticketing systems such as ServiceNow or Jira.
• Experience documenting workflows.
• Proven ability to communicate effectively with cross-functional engineering teams.
• Secret clearance.
• HS diploma or GED.

Technologies

• Microsoft Active Directory
• ServiceNow
• Jira

Benefits

• Health benefits
• Life benefits
• Disability benefits
• Financial benefits
• Retirement benefits
• Paid leave
• Professional development
• Tuition assistance
• Work-life programs
• Dependent care
• Recognition awards program

Clearance

Secret clearance is required.

Compensation

The compensation framework at Booz Allen is determined by location, the individual's education, knowledge, skills, competencies, and experience, along with contract-specific considerations. The projected annual salary range for this position is 77,600 USD to 176,000 USD.

Identity verification

As part of the hiring process, Booz Allen may require an identity verification process that uses advanced biometrics and artificial intelligence to confirm authenticity and prevent fraud. You may be asked to be on camera during interviews and assessments, and Booz Allen reserves the right to capture your image for identity verification purposes.

Candidate AI usage policy

AI tools are part of Booz Allen's daily operations, and the use of AI to assist with responses during interviews is prohibited unless explicit permission is provided.

Work model

• Onsite: Work will be conducted primarily at a Booz Allen office or at a customer facility, with collaboration across teams as required.
• Hybrid: Expect frequent in-office work aligned with leadership expectations and role needs, with possible visits to customer facilities.
• Remote: Some tasks may be performed remotely, but in-person engagement may be required at times.

Commitment to non-discrimination

All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, or any other status protected by applicable law.