Service Desk Specialist (Tier I/II)

SAIC; Germantown (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

SAIC is seeking a proactive Service Desk Specialist to support the Office of the CIO in a secure environment. You will own user issues end-to-end, manage identity and access tasks, and administer AD/Exchange while ensuring strict security procedures.

You will communicate with end users across channels, maintain ticket hygiene in ServiceNow, and collaborate with cross-functional teams to drive efficient IT operations in a mission-critical setting.

Qualifications

• Bachelor's degree and 6 years IT support experience, or 7 years of specialized IT support in lieu of a degree.
• U.S. Citizenship is required.
• Active Top Secret or DOE Q clearance is required.
• Preferred certifications include CompTIA A+/Security+/Network+, ITIL 4 Foundation.

Responsibilities

• Deliver white-glove IT support via phone, walk-in, email, and ticket queues with professional communication.
• Own end-to-end user issue resolution: intake, troubleshooting, documentation, and verification of satisfaction before close.
• Perform identity and access management tasks including AD account lifecycle management and permission changes.
• Administer Exchange mailboxes, distribution groups, shared resources, and calendar permissions.
• Manage secure credential issuance and token provisioning per security procedures.
• Maintain ticket hygiene in ServiceNow with accurate categorization and detailed troubleshooting notes.
• Identify recurring bottlenecks and document SOPs or improvements for leadership.
• Assist with hardware deployment and asset management; perform inventory audits in ServiceNow.
• Collaborate with technical teams during escalations and ensure warm handoffs to users.
• Proactively contribute to asset reconciliation and inventory control in the CMDB.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Active Directory

Exchange

Job description

We are seeking a proactive, customer-focused Service Desk Specialist to join our team supporting the Office of the Chief Information Officer within a secure operational environment.

This position serves as the primary face of IT operations for our end-user community. The role centers on high-touch customer support, rapid issue resolution, and core identity/access administration, including Active Directory, Exchange, and credential issuance.

The ideal candidate does not merely close tickets but takes complete ownership of user issues from initial contact through verified resolution. We are looking for a self-starter who thrives on interpersonal communication, possesses high empathy for users operating under tight mission constraints, and actively seeks ways to streamline daily administrative processes without waiting for step-by-step direction.

Key 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: perform thorough intake, troubleshoot diligently, document all steps clearly, and follow up directly with users to verify satisfaction before closing tickets.
• Execute daily identity and access management functions, including Active Directory account lifecycle tasks (creation, modification, offboarding, group policy adjustments, 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 strict adherence to operational security procedures.
• Maintain rigorous ticket hygiene in ServiceNow, ensuring accurate categorization, detailed troubleshooting notes, reliable asset associations, and adherence to established SLAs.
• Identify repetitive user bottlenecks or recurring friction points in account administration; take the initiative to document clear Standard Operating Procedures (SOPs) or suggest process improvements to leadership.
• Deploy, configure, and troubleshoot end-user hardware, peripherals, secure workstations, and network printing assets.
• Collaborate constructively across technical teams when escalation is required, ensuring warm handoffs and keeping the end user informed of progress.
• Assist with hardware inventory tracking, auditing, and asset reconciliation within ServiceNow to maintain accountability.

What Success Looks Like in This Role:

• Accountability: You treat user problems as your own until resolved, avoiding "not my job" handoffs and ensuring no ticket stalls in a queue.
• Customer Advocacy: You understand that high-security environments present unique workflow friction for users, and you patiently guide them to workable solutions.
• Drive and Resourcefulness: When you encounter an unfamiliar problem, you research documentation, consult knowledge bases, and test solutions independently before escalating.
• Process Discipline: You understand that accurate documentation and procedural compliance are vital to security and operational consistency.

Qualifications:

Education and Experience: Bachelor's degree and 6 years of related IT support experience, or 7 years of specialized IT support experience in lieu of a degree.

Citizenship: U.S. Citizenship is strictly required.

Clearance: Must possess an active Top Secret or DOE Q clearance.

Preferred Certifications:

• CompTIA A+
• CompTIA Security+
• CompTIA Network+
• HDI Customer Service Representative/Support Center Analyst
• ITIL 4 Foundation

Technical Skills:

• Demonstrated operational experience with Active Directory user/group administration and Exchange management.
• Solid foundation in Windows desktop environments, peripheral hardware troubleshooting, and enterprise workstation deployment.

• Practical experience using enterprise ticketing systems (ServiceNow preferred) for incident, request, and asset management.

Interpersonal Skills: Proven track record of strong verbal and written communication, conflict resolution, active listening, and customer service excellence.