Service Desk Specialist

SAIC • Springfield, VA

3d • Onsite

About The Position

SAIC is seeking a Service Desk Specialist to provide operational support, maintenance, and troubleshooting for mission-critical IT systems on the MAJESTIC Joint Program Office (JPO) Team. This hands-on role supports a broad range of IT systems and services, ensuring seamless operations and delivering end-user support in a dynamic, high-priority environment. The position requires on-site support in Springfield, Virginia.

Requirements

• High school diploma or GED and at least 1 year of experience working on an enterprise service desk, help desk, or similar IT-focused customer service role.
• Demonstrated experience providing technical assistance and support for Microsoft Windows desktop platforms.
• Experience working with customers in person or over the phone to gather details and accurately and completely capture IT service requests, incidents, or problems.
• TS/SCI clearance required at start, with the ability to obtain and maintain a CI Poly.
• Must be a U.S. citizen.
• Must meet DoD 8140/CSWF requirements for 411-Basic or be willing to obtain the appropriate credential within 6 months.

Nice To Haves

• Experience using remote monitoring or management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
• Experience with commercial off-the-shelf service management and ticketing systems such as ServiceNow, BMC, Jira, or Zendesk.
• Formal training or vendor certifications such as Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, ITIL 4 Foundations, Google IT Support Professional, or CompTIA A+.

Responsibilities

• Respond to and resolve end-user support requests and incidents, providing hardware and software solutions to ensure operational continuity.
• Identify technical issue types and elevate or route issues to the appropriate internal team.
• Support the configuration and operation of virtualized environments, such as VMware or Nutanix Hyper-Converged Infrastructure (HCI) systems.
• Perform daily infrastructure monitoring, identify issues, and proactively route change requests to resolve system alerts and maintain stability and performance.
• Develop and maintain system documentation, including standard operating procedures (SOPs), troubleshooting guides, and frequently asked questions (FAQs).
• Collaborate with cross-functional support teams to address technical challenges and integrate new hardware and software into the enterprise IT environment.
• Diagnose and resolve hardware, software, and networking issues in a timely manner to minimize system downtime.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED