Sr IT Service Desk Support Specialist (Secret Cleared)

RIVA Solutions Inc.•Washington, DC

8d•$120,000•Onsite

About The Position

RIVA Solutions supports the National Telecommunications and Information Administration (NTIA) under the ISCOM Division in delivering mission-critical IT modernization and cybersecurity services. This effort focuses on enhancing the security, reliability, and efficiency of NTIA’s enterprise infrastructure, advancing their mission of expanding broadband access, enabling data-driven policymaking, and strengthening secure communications through modern digital platforms aligned with federal security and compliance standards. RIVA Solutions is seeking a Sr. IT Service Desk Support Specialist to enhance end-user support capabilities for NTIA at the Herbert C. Hoover Building in Washington, DC. This role primarily supports Tier 2 and Tier 3 service desk operations, providing advanced onsite technical support in a secure federal environment. The ideal candidate will bring strong hands-on expertise in endpoint management, enterprise applications, and troubleshooting complex IT issues, while maintaining a customer-first mindset and ensuring service levels are met within established SLAs.

Requirements

Bachelor’s degree in Information Technology, Business Management, or a related field
Minimum of 6 years of experience supporting Tier 2/Tier 3 IT Service Desk operations in a federal or enterprise environment
Experience supporting user and account management, M365 applications, enterprise systems, and endpoint devices (laptops, desktops, printers, mobile devices)
Experience using ServiceNow or similar IT Service Management (ITSM) platforms
Working knowledge of BigFix, Intune, Azure, Remote Desktop, and Adobe Admin Console
Basic scripting knowledge (PowerShell, Bash, or Python) for automation and remediation
Active Secret Clearance required
Strong communication, customer service, and problem-solving skills

Nice To Haves

CompTIA A+, Security+, Network+, or ITIL certifications
Experience working within federal IT environments with strict compliance and cybersecurity requirements
Advanced endpoint troubleshooting experience across Windows, Microsoft 365, and enterprise applications
Strong written and verbal communication skills
Demonstrated initiative, time management skills, and ability to solve complex IT challenges independently
Experience prioritizing tasks and reporting progress within structured operational environments

Responsibilities

Provide Tier 2 and Tier 3 onsite technical support for NTIA users
Manage and resolve incidents and service requests using the ServiceNow ticketing system within established SLAs
Provide technical support for hardware, software, network connectivity, and M365 enterprise applications
Troubleshoot and support Windows 11, Microsoft 365, Azure file shares, NTIA enterprise systems, and specialized scientific applications
Support and troubleshoot mobile devices (Android and iOS)
Provide hands-on troubleshooting for laptops, desktops, multi-functional devices (MFDs), and peripherals including PIV/CAC readers, monitors, and encrypted external drives
Utilize tools such as BigFix, Intune, Azure, Remote Desktop, Adobe Admin Console, and related enterprise technologies
Escalate unresolved issues to Tier 3 or specialized IT teams and track resolution progress
Maintain detailed documentation of incidents, resolutions, and response times
Coordinate with IT departments regarding hardware and software procurement
Provide end-user training on enterprise systems and applications
Prioritize workload effectively and provide regular reporting on task progress and milestones
Deliver professional, diplomatic, and responsive in-person and remote support