Mission-Critical Service Desk Specialist (TS/SCI, On-Site)

SAIC; Springfield (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

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 on-site role in Springfield, VA requires a TS/SCI with Poly and strong experience with Windows Server, RHEL, and virtualized environments.

You will respond to end-user requests, escalate issues, and help maintain documentation, while collaborating with cross-functional teams to ensure high availability and

Qualifications

• High School diploma or GED and 1+ year experience in an enterprise services desk or similar IT-focused customer service role.
• Experience providing technical assistance and support to Microsoft Windows desktop platforms.
• Ability to elicit details from customers to accurately capture IT service requests, incidents, or problems.
• US Citizen with TS/SCI clearance to start and CI Poly eligibility within 6 months.
• Must meet DoD 8140/CSWF for 411-Basic or the ability to obtain the credential within 6 months.

Responsibilities

• Respond to and resolve end-user support requests and incidents with hardware and software solutions.
• Identify issue type and escalate to appropriate internal team as needed.
• Support configuration and operation of virtualized environments (e.g., VMware/Nutanix HCI).
• Monitor daily infrastructure and route change requests to resolve alerts, maintaining stability and performance.
• Develop and maintain system documentation such as SOPs and FAQs.
• Collaborate with cross-functional teams to address challenges and integrate new hardware/software.
• Diagnose and resolve hardware, software, and networking issues to minimize downtime.

Skills

Customer service

Communication

Education

High School diploma/GED

Tools

Windows Server

RHEL

VMware

Nutanix

ServiceNow

Jira

Zendesk

Microsoft 365 Fundamentals

Microsoft Endpoint Administrator

ITIL 4 Foundations

Google IT Support Professional

CompTIA A+

Job description

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 on-site role in Springfield, VA requires a TS/SCI with Poly and strong experience with Windows Server, RHEL, and virtualized environments.

You will respond to end-user requests, escalate issues, and help maintain documentation, while collaborating with cross-functional teams to ensure high availability and