Service Desk Specialist

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

Job summary

SAIC is seeking a Service Desk Specialist to provide operational support, maintenance, and troubleshooting for mission-critical IT systems on the MAJESTIC Joint Program Office (JPO) Team. This on-site role in Springfield, VA requires a TS/SCI with Poly and strong experience with Windows Server, RHEL, and virtualized environments.

You will respond to end-user requests, escalate issues, and help maintain documentation, while collaborating with cross-functional teams to ensure high availability and

Qualifications

• High School diploma or GED and 1+ year experience in an enterprise services desk or similar IT-focused customer service role.
• Experience providing technical assistance and support to Microsoft Windows desktop platforms.
• Ability to elicit details from customers to accurately capture IT service requests, incidents, or problems.
• US Citizen with TS/SCI clearance to start and CI Poly eligibility within 6 months.
• Must meet DoD 8140/CSWF for 411-Basic or the ability to obtain the credential within 6 months.

Responsibilities

• Respond to and resolve end-user support requests and incidents with hardware and software solutions.
• Identify issue type and escalate to appropriate internal team as needed.
• Support configuration and operation of virtualized environments (e.g., VMware/Nutanix HCI).
• Monitor daily infrastructure and route change requests to resolve alerts, maintaining stability and performance.
• Develop and maintain system documentation such as SOPs and FAQs.
• Collaborate with cross-functional teams to address challenges and integrate new hardware/software.
• Diagnose and resolve hardware, software, and networking issues to minimize downtime.

Skills

Customer service

Communication

Education

High School diploma/GED

Tools

Windows Server

RHEL

VMware

Nutanix

ServiceNow

Jira

Zendesk

Microsoft 365 Fundamentals

Microsoft Endpoint Administrator

ITIL 4 Foundations

Google IT Support Professional

CompTIA A+

Job description

Minimum Clearance Required TS.SCI

Job ID 2618853

Location

Springfield, VA, US

Date Posted

2026-11-05

Category

Information Technology

Subcategory

Technical Support

Schedule

Full-Time

Shift

Day Job

Travel

No

Clearance Level Must Be Able to Obtain

TS/SCI with Poly

Potential for Remote Work

ORA_ON_SITE

Description

SAIC is seeking a Service Desk Specialist to provide operational support, maintenance, and troubleshooting for mission-critical IT systems on the MAJESTIC 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 in Windows 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 at Springfield, 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.