End-to-End Service Desk & Identity Specialist

SAIC; Germantown (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

SAIC is seeking a proactive Service Desk Specialist to support the Office of the CIO in a secure environment. You will own user issues end-to-end, manage identity and access tasks, and administer AD/Exchange while ensuring strict security procedures.

You will communicate with end users across channels, maintain ticket hygiene in ServiceNow, and collaborate with cross-functional teams to drive efficient IT operations in a mission-critical setting.

Qualifications

• Bachelor's degree and 6 years IT support experience, or 7 years of specialized IT support in lieu of a degree.
• U.S. Citizenship is required.
• Active Top Secret or DOE Q clearance is required.
• Preferred certifications include CompTIA A+/Security+/Network+, ITIL 4 Foundation.

Responsibilities

• Deliver white-glove IT support via phone, walk-in, email, and ticket queues with professional communication.
• Own end-to-end user issue resolution: intake, troubleshooting, documentation, and verification of satisfaction before close.
• Perform identity and access management tasks including AD account lifecycle management and permission changes.
• Administer Exchange mailboxes, distribution groups, shared resources, and calendar permissions.
• Manage secure credential issuance and token provisioning per security procedures.
• Maintain ticket hygiene in ServiceNow with accurate categorization and detailed troubleshooting notes.
• Identify recurring bottlenecks and document SOPs or improvements for leadership.
• Assist with hardware deployment and asset management; perform inventory audits in ServiceNow.
• Collaborate with technical teams during escalations and ensure warm handoffs to users.
• Proactively contribute to asset reconciliation and inventory control in the CMDB.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Active Directory

Exchange

Job description

SAIC is seeking a proactive Service Desk Specialist to support the Office of the CIO in a secure environment. You will own user issues end-to-end, manage identity and access tasks, and administer AD/Exchange while ensuring strict security procedures.

You will communicate with end users across channels, maintain ticket hygiene in ServiceNow, and collaborate with cross-functional teams to drive efficient IT operations in a mission-critical setting.