Senior Service Desk Technician

SAIC • Arlington, VA

4d • Onsite

About The Position

SAIC is hiring a Senior Service Desk Technician in Arlington, Virginia, to support the United States Marshals Service. The role joins an IT support team and provides first-line technical assistance to end users with hardware, software, network, and other IT-related issues. The position is onsite based on business needs.

Requirements

• Secret clearance or above.
• Bachelor’s degree or equivalent experience; Computer Science, IT, or a related field is preferred.
• At least 5 years of experience in a technical support or help desk role.
• Knowledge of Windows 10/11, Microsoft Office Suite, and general IT hardware.
• Familiarity with ServiceNow or other ticketing systems.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to prioritize and manage time effectively in a dynamic environment.

Nice To Haves

• CompTIA A+, ITIL Foundations, or other relevant IT certifications.
• Tier 2 system administration expertise to support requirements.
• Experience supporting users or working in a multi-location organization.
• Exposure to Active Directory, Office 365, and remote desktop tools.
• Basic knowledge of ITIL, ITSM frameworks, or MSP environments.

Responsibilities

• Serve as an initial point of contact for IT support requests received by phone, email, chat, or ServiceNow.
• Diagnose and resolve basic technical issues involving hardware, software, network connectivity, printers, and mobile devices.
• Escalate complex or unresolved incidents to appropriate support teams according to escalation protocols.
• Document support interactions in the ServiceNow ticketing system with clear, accurate, and timely updates.
• Assist with user account creation, password resets, and access management in Active Directory and other platforms.
• Follow standard operating procedures for common support requests and troubleshooting.
• Share new issues and solutions in the knowledge base to support team learning.
• Provide excellent customer service with a professional and empathetic approach.
• Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior