Service Desk Specialist (Tier I/II)

SAIC • Germantown, MD

4d

About The Position

SAIC is seeking a proactive, customer-focused Service Desk Specialist to support the Office of the Chief Information Officer in a secure operational environment. The role is the primary point of contact for IT support to end users and focuses on high-touch customer service, rapid issue resolution, and identity and access administration, including Active Directory, Exchange, and secure credential issuance.

The specialist owns user issues from initial contact through verified resolution, communicates with empathy and professionalism, troubleshoots and documents issues, and follows up with users. The role also supports end-user hardware and workstations, maintains ticket and asset records in ServiceNow, and contributes to improved administrative processes through documentation and process recommendations.

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 is strictly required.
• Must possess an active Top Secret or DOE Q clearance.
• Operational experience with Active Directory user and group administration and Exchange management.
• 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; ServiceNow is preferred.
• 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.
• Experience with ServiceNow.

Responsibilities

• Provide technical support through phone, walk-in, email, and ticket queues, using clear, professional, and empathetic communication.
• Own user issues from intake through troubleshooting, documentation, follow-up, and verified resolution.
• Perform Active Directory account lifecycle tasks, including account creation, modification, offboarding, group policy adjustments, and permission management.
• Administer Exchange user mailboxes, distribution groups, shared resources, and calendar permissions.
• Manage, issue, and provision secure credentials and tokens in accordance with operational security procedures.
• Maintain accurate ServiceNow ticket records, 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.

What This Job Offers

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