Onsite Help Desk Analyst (DC) — ITIL & ServiceNow Expert

Sikich; Washington (District of Columbia); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Flexible work arrangements

Health, dental, vision insurance

401(k) with employer contributions

Tuition reimbursement

Parental bonding leave

Paid holidays

Job summary

Sikich is seeking a Help Desk Specialist for on-site support in Washington, DC, to assist a federal client. The role requires an active public trust or higher clearance and 5+ years in a help desk/tech role.

You will handle Tier 1–3 tickets, coordinate with engineers, and act as ServiceNow SME to resolve IT service issues efficiently. The position emphasizes ITIL-based governance, incident handling, and proactive collaboration with OCIO leads.

Qualifications

• Must possess an active public trust or higher government issued clearance.
• Willing to work onsite in Washington, DC.
• 5+ years of experience in a Helpdesk Analyst or technician role.
• Experience troubleshooting Tier 1, 2 & 3 level tickets.
• Demonstrated knowledge to analyze, diagnose, and resolve tickets.
• Bachelor’s degree in technology or related field preferred.

Responsibilities

• Support end users and internal teams across all help desk activities.
• Focus on helpdesk performance, training, and customer communications.
• Identify process improvements and ITIL governance opportunities.
• Coordinate with team members and system admins for issue resolution.
• Serve as the ServiceNow SME and provide end-user assistance.
• Record issues in ServiceNow and route to proper personnel.
• Escalate issues based on severity and communicate status updates.
• Maintain SOPs and update as needed for remediation.
• Align issues with OCIO work streams and ensure timely actions.

Skills

Public trust clearance

Help desk experience

ITIL knowledge

Ticketing systems (ServiceNow)

Troubleshooting (Tier 1-3)

Education

Bachelor’s degree in technology or related field (preferred)

Tools

ServiceNow

Job description

Sikich is seeking a Help Desk Specialist for on-site support in Washington, DC, to assist a federal client. The role requires an active public trust or higher clearance and 5+ years in a help desk/tech role.

You will handle Tier 1–3 tickets, coordinate with engineers, and act as ServiceNow SME to resolve IT service issues efficiently. The position emphasizes ITIL-based governance, incident handling, and proactive collaboration with OCIO leads.