Service Desk Specialist

SAIC; Newington (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

Science Applications International Corp. is seeking a Service Desk Specialist to provide operational support, maintenance, and troubleshooting for mission-critical IT systems with the MAJESTIC JPO Team.

The role emphasizes Windows Server, RHEL, and virtualization, requiring on-site support in Springfield, VA. A TS/SCI clearance and US citizenship are required, with DoD 8140/CSWF certification or progression within 6 months.

Qualifications

• High School diploma/GED and 1+ years in an enterprise services desk, help desk, or similar IT-focused customer service role.
• Experience providing technical assistance and support to Microsoft Windows desktop platforms.
• TS/SCI clearance required to start with ability to obtain and maintain a CI Poly
• Candidate must be a US Citizen
• Must meet DoD 8140/CSWF for 411-Basic or be willing to obtain the appropriate credential within 6 months

Responsibilities

• Respond to and resolve end-user support requests and incidents, providing hardware and software solutions to ensure operational continuity
• Identify technical issue type and elevate/route to appropriate internal team as appropriate
• Support the configuration and operation of virtualized environments, such as VMware or Nutanix Hyper-Converged Infrastructure (HCI) systems
• Perform daily infrastructure monitoring, identifying issues and proactively route change requests to resolve system alerts to maintain stability and performance
• Develop and maintain system documentation such as standard operating procedures (SOPs), troubleshooting guides, and frequently asked questions (FAQs)
• Collaborate with cross-functional support teams to address technical challenges and integrate new hardware/software into the enterprise IT environment.
• Diagnose and resolve hardware, software, and networking issues in a timely manner to minimize system downtime

Skills

Windows desktop support

RHEL

Customer service

Education

High School diploma/GED

Tools

ServiceNow

Jira

Zendesk

VMware

Nutanix HCI

Job description

Description

SAIC is seeking aService Desk Specialistto provide operational support, maintenance, and troubleshooting for mission-critical IT systems on theMAJESTIC Joint Program Office (JPO) Team. In this hands-on role, the Service Desk Specialist will support a broad range of IT systems and services, ensuring seamless operations and delivering end-user support in a dynamic, high-priority environment.

The ideal candidate will bring expertise inWindows Server,Red Hat Enterprise Linux (RHEL), virtualized environments, and user-facing support, alongside a proactive and resourceful attitude to help resolve technical challenges for local and geo-graphically dispersed stakeholders. This position requires on-site support atSpringfield, VA.

Key Responsibilities:

• Respond to and resolve end-user support requests and incidents, providing hardware and software solutions to ensure operational continuity
• Identify technical issue type and elevate/route to appropriate internal team as appropriate
• Support the configuration and operation of virtualized environments, such as VMware or Nutanix Hyper-Converged Infrastructure (HCI) systems
• Perform daily infrastructure monitoring, identifying issues and proactively route change requests to resolve system alerts to maintain stability and performance
• Develop and maintain system documentation such as standard operating procedures (SOPs), troubleshooting guides, and frequently asked questions (FAQs)
• Collaborate with cross-functional support teams to address technical challenges and integrate new hardware/software into the enterprise IT environment.
• Diagnose and resolve hardware, software, and networking issues in a timely manner to minimize system downtime

Qualifications

Required Education and Experience:

• High School diploma/GED and 1 or more years of experience working on an enterprise services desk, help desk, or similar IT-focused customer service role.
• Demonstrated experience with the following:
• Providing technical assistance and support to Microsoft Windows desktop platforms
• Working with customers - either in-person or over the phone, to elicit all necessary details to capture IT service requests. incident, or problem accurately and completely.
• TS/SCI clearance required to start with ability to obtain and maintain a CI Poly
• Candidate must be a US Citizen
• Must meet DoD 8140/CSWF for 411-Basic or be willing to obtain the appropriate credential within 6 months

Preferred Experience:

• Experience remote monitoring or management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise
• Experience with commercial-off-the-shelf service management and ticketing systems (e.g., ServiceNow, BMC, Jira, Zendesk)
• Formal training or vendor certifications such as Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, ITIL 4 Foundations, Google IT Support Professional, CompTIA A+

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.