Service Desk Engineer, Mid-Level — TS/SCI Clearance

Redhorse Corporation; Washington (District of Columbia); On-site; USD 80,000 - 90,000; Full time

Job summary

Redhorse Corporation seeks a Mid-Level Service Desk Support Engineer to deliver responsive technical support to NSB and priority program end users in secure environments. You will troubleshoot issues, manage incidents, and ensure users can access mission-critical systems across classified networks.

The role emphasizes customer service, documentation, incident management, and collaboration with IT teams. Required TS/SCI clearance, ITIL/ITSM familiarity, and experience with Windows 11 and MS

Qualifications

• 3+ years of IT technical support or service desk experience in a professional environment.
• 3+ years of experience using ticketing systems (e.g., JIRA).
• 3+ years of customer service experience supporting remote users or multi-location teams.
• 3+ years experience working independently and in teams to resolve issues.
• 1+ years experience with ITIL/ITSM frameworks.

Responsibilities

• Be the first point of contact for users reporting IT application issues or service requests.
• Perform user administration tasks: account creation, password resets, permissions management.
• Log, categorize, prioritize incidents; diagnose, troubleshoot, and resolve issues; escalate when needed.
• Document resolutions and maintain knowledge bases; provide user training and FAQs.
• Monitor system performance and generate incident-related reports for improvement.
• Collaborate with development, engineering, and networking teams to resolve issues.
• Support after-hours coverage for critical incidents as needed.

Skills

Customer service

Communication

Problem solving

Teamwork

Documentation

ITIL knowledge

Education

Bachelor’s degree in Computer Science or related field

CompTIA A+

ITIL Foundations

Tools

JIRA

Windows 11

MS Office

Job description

Redhorse Corporation seeks a Mid-Level Service Desk Support Engineer to deliver responsive technical support to NSB and priority program end users in secure environments. You will troubleshoot issues, manage incidents, and ensure users can access mission-critical systems across classified networks.

The role emphasizes customer service, documentation, incident management, and collaboration with IT teams. Required TS/SCI clearance, ITIL/ITSM familiarity, and experience with Windows 11 and MS