Service Desk Specialist (Tier I/II)

SAIC•Germantown, MD

About The Position

The Service Desk Specialist supports the Office of the Chief Information Officer in a secure operational environment and serves as a primary point of contact for IT operations. The role focuses on high-touch customer support, prompt issue resolution, and identity and access administration involving Active Directory, Exchange, and credential issuance. The specialist owns user issues from initial contact through verified resolution, communicates empathetically with users working under mission constraints, and proactively looks for ways to improve routine administrative processes.

Requirements

Bachelor's degree and 6 years of related IT support experience, or 7 years of specialized IT support experience in lieu of a degree.
U.S. citizenship.
Active Top Secret or DOE Q clearance.
Operational experience with Active Directory user and group administration and Exchange management.
A solid foundation in Windows desktop environments, peripheral hardware troubleshooting, and enterprise workstation deployment.
Practical experience with enterprise ticketing systems for incident, request, and asset management.
Strong verbal and written communication, conflict resolution, active listening, and customer service skills.

Nice To Haves

CompTIA A+ certification.
CompTIA Security+ certification.
CompTIA Network+ certification.
HDI Customer Service Representative or Support Center Analyst certification.
ITIL 4 Foundation certification.
ServiceNow experience is preferred.

Responsibilities

Provide technical support by phone, walk-in, email, and ticket queues, maintaining clear, professional, and empathetic communication.
Own user issues end to end by conducting thorough intake, troubleshooting, documenting steps, and following up with users to verify satisfaction before closing tickets.
Perform Active Directory account lifecycle tasks, including account creation, modification, offboarding, group policy adjustments, and permission management.
Administer Exchange objects, including user mailboxes, distribution groups, shared resources, and calendar permissions.
Manage secure credentials, issuance, and token provisioning in accordance with operational security procedures.
Maintain accurate ServiceNow tickets, including categorization, troubleshooting notes, asset associations, and SLA adherence.
Identify recurring account-administration bottlenecks and document SOPs or recommend process improvements to leadership.
Deploy, configure, and troubleshoot end-user hardware, peripherals, secure workstations, and network printing assets.
Collaborate with technical teams on escalations, provide warm handoffs, and keep end users informed of progress.
Assist with hardware inventory tracking, auditing, and asset reconciliation in ServiceNow.