Service Desk Specialist
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, helping ensure seamless operations and providing end-user support in a dynamic, high-priority environment. The position requires on-site support in Springfield, Virginia. The role supports Windows Server, Red Hat Enterprise Linux (RHEL), virtualized environments, and user-facing services. The specialist will assist local and geographically dispersed stakeholders and help resolve technical challenges.
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 elicit details and accurately and completely capture IT service requests, incidents, or problems.
- TS/SCI clearance required at start, with 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 with 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 the type of technical issue and elevate or route it to the appropriate internal team when appropriate.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
