Senior IT Help Desk Lead — Secret Clearance, Arlington

Science Applications International Corp.; Arlington (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Science Applications International Corp. (SAIC) in Arlington, VA, seeks a Senior Service Desk Technician to join our IT support team.

You will handle first-line end-user support for hardware, software, and network issues, using ServiceNow for ticketing and knowledge sharing. The role requires a secret clearance, a CS/IT-related Bachelor’s degree or equivalent experience, and at least 5 years in technical support.

Qualifications

• Secret clearance or above required.
• Bachelor’s degree or equivalent experience (CS/IT or related field preferred).
• At least 5 years of experience in a technical support or help desk role.
• Knowledge of Windows 10/11, Microsoft Office Suite, and general IT hardware.
• Familiarity with ServiceNow or other ticketing systems.
• Strong communication, problem-solving, and interpersonal skills.
• Position is onsite based on business needs.

Responsibilities

• Serve as an initial point of contact for IT support requests via phone, email, chat, or ServiceNow
• Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices
• Escalate complex or unresolved incidents to appropriate support teams per escalation protocols
• Document all support interactions in the ServiceNow ticketing system with clear, accurate, and timely updates
• Assist in user account creation, password resets, and access management in Active Directory and other platforms
• Follow standard operating procedures for common support requests and troubleshooting
• Share new issues and solutions in the knowledge base to support team learning
• Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
• Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery

Skills

Secret clearance

Bachelor's degree or equivalent

5+ years experience

Windows 10/11

Office Suite

ServiceNow familiarity

Communication skills

Time management

Education

Bachelor's degree or equivalent (CS/IT)

Tools

ServiceNow

Active Directory

Office 365

Job description

Science Applications International Corp. (SAIC) in Arlington, VA, seeks a Senior Service Desk Technician to join our IT support team.

You will handle first-line end-user support for hardware, software, and network issues, using ServiceNow for ticketing and knowledge sharing. The role requires a secret clearance, a CS/IT-related Bachelor’s degree or equivalent experience, and at least 5 years in technical support.