TS/SCI Service Desk Engineer (Mid-Level)

Redhorse Corporation; Washington; On-site; USD 70,000 - 95,000; Full time

Job summary

Redhorse Corporation is seeking a Mid-Level Service Desk Support Engineer to deliver responsive IT support for users operating within secure environments, including Bridge SECRET and TS applications.

You will be the primary contact for incident resolution, user administration, and knowledge sharing, coordinating with engineering and networking teams while ensuring adherence to ITIL processes and security requirements.

Qualifications

• Active Top Secret/SCI clearance required.
• 3+ years IT helpdesk or service desk experience.
• 3+ years experience using ticketing systems like JIRA.
• 3+ years experience supporting remote users in multi-location orgs.
• 3+ years experience incident management and knowledge sharing.
• 1+ years experience ITIL/ITSM frameworks.
• 1+ years Windows 11 and MS Office Suite.

Responsibilities

• Serve as first point of contact for IT application issues and service requests.
• Perform user administration tasks: accounts, passwords, permissions.
• Log, categorize, prioritize incidents; diagnose, resolve; escalate when needed.
• Document resolutions and maintain service desk records.
• Provide troubleshooting guidance and user training; update knowledge bases.
• Monitor system performance and generate incident trend reports.
• Coordinate with development, engineering, and networking teams.
• Support after-hours for critical incidents as needed.

Skills

Communication skills

Customer service

Independent worker

Incident management

Documentation

Education

Bachelor's degree in CS/IT or related field

ITIL Foundations, CompTIA A+ or equivalents

Tools

JIRA

Windows 11

MS Office Suite

Job description

Redhorse Corporation is seeking a Mid-Level Service Desk Support Engineer to deliver responsive IT support for users operating within secure environments, including Bridge SECRET and TS applications.

You will be the primary contact for incident resolution, user administration, and knowledge sharing, coordinating with engineering and networking teams while ensuring adherence to ITIL processes and security requirements.