Senior IT Service Desk Technician – Onsite in Arlington

SAIC; Arlington (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

SAIC in Arlington, VA is seeking a Senior Service Desk Technician to be the first point of contact for IT support requests. You will diagnose and resolve hardware, software, and connectivity issues, and escalate complex cases as needed.

The role requires a Secret clearance and on-site presence based on business needs. You will document interactions in ServiceNow, assist with AD and account management, and contribute to knowledge sharing and process improvement while delivering excellent customer

Qualifications

• Bachelor’s degree or equivalent experience in CS/IT or related field preferred.
• 5+ years in a technical support or help desk role.
• Knowledge of Windows 10/11 and Microsoft Office Suite.
• Familiarity with ServiceNow or other ticketing systems.
• On-site requirement based on business needs.

Responsibilities

• Serve as 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

5+ years hands-on

Strong communication

On-site availability

Education

Bachelor's degree or equivalent (CS/IT)

Tools

ServiceNow

Microsoft Office

Active Directory

Job description

SAIC in Arlington, VA is seeking a Senior Service Desk Technician to be the first point of contact for IT support requests. You will diagnose and resolve hardware, software, and connectivity issues, and escalate complex cases as needed.

The role requires a Secret clearance and on-site presence based on business needs. You will document interactions in ServiceNow, assist with AD and account management, and contribute to knowledge sharing and process improvement while delivering excellent customer