Senior IT Service Desk: Identity & Access Specialist

Science Applications International Corp.; Germantown (MD); On-site; USD 40,000 - 80,000; Full time

Job summary

Science Applications International Corp. seeks a proactive Service Desk Specialist to support the Office of the CIO in a secure environment.

The role focuses on high-touch customer support, rapid issue resolution, and identity/access administration, including AD and Exchange management. The ideal candidate owns issues from contact to verified resolution, communicates effectively, and streamlines processes without waiting for guidance.

Qualifications

• Bachelor's degree plus 6 years IT support experience, or 7 years of specialized IT support experience in lieu of a degree.
• U.S. Citizenship is strictly required.
• Must possess an active Top Secret or DOE Q clearance.
• CompTIA A+, CompTIA Security+, CompTIA Network+, ITIL 4 Foundation are preferred certifications.
• Demonstrated operational experience with Active Directory user/group administration and Exchange management.

Responsibilities

• Deliver exceptional, white-glove technical support via phone, walk-in, email, and ticket queues, maintaining clear, professional, and empathetic communication at all times.
• Drive end-to-end ownership of user issues: intake, troubleshoot, document steps, and verify satisfaction before closing tickets.
• Execute daily identity and access management functions, including AD account lifecycle tasks and permission management.
• Administer Exchange objects, including user mailboxes, distribution groups, shared resources, and calendar permissions.
• Facilitate secure credential management, issuance, and token provisioning in alignment with security procedures.
• Maintain ticket hygiene in ServiceNow with accurate categorization, troubleshooting notes, and asset associations.
• Identify bottlenecks in account administration; document SOPs or propose improvements to leadership.
• Deploy, configure, and troubleshoot end-user hardware, peripherals, secure workstations, and network printing assets.
• Collaborate with technical teams when escalation is required, ensuring warm handoffs to users.
• Assist with hardware inventory tracking, auditing, and asset reconciliation in ServiceNow.

Skills

Customer service

Active listening

Verbal communication

Written communication

Problem solving

Education

Bachelor's degree

Tools

ServiceNow

Active Directory

Exchange

Job description

Science Applications International Corp. seeks a proactive Service Desk Specialist to support the Office of the CIO in a secure environment.

The role focuses on high-touch customer support, rapid issue resolution, and identity/access administration, including AD and Exchange management. The ideal candidate owns issues from contact to verified resolution, communicates effectively, and streamlines processes without waiting for guidance.