TS/SCI Service Desk Engineer - Secure IT Support

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

Benefits offered by this job

Comprehensive benefits

Performance-based incentives

Job summary

Redhorse Corporation seeks a Mid-Level Service Desk Support Engineer to deliver responsive IT support to NSB and priority programs in a secure environment. You’ll be the first contact for incidents, perform user admin tasks, and guide users through troubleshooting on Bridge SECRET and TS applications.

The role requires TS/SCI clearance and 3+ years of service desk experience, strong customer focus, and ability to work with remote users across multi-location teams.

Qualifications

• Active Top Secret/SCI clearance required.
• 3+ years IT help desk experience in a professional environment.
• 3+ years experience with ticketing systems such as JIRA.
• 3+ years of customer service experience supporting remote users across multiple locations.
• 3+ years experience in incident management and documentation.
• Strong verbal and written communication across levels of the organization.
• 1+ years experience with ITIL/ITSM frameworks.
• 1+ years experience using Windows 11 and MS Office applications.

Responsibilities

• Serves as the first point of contact for users reporting IT application issues or submitting service requests.
• Performs user administration tasks such as account creation, password resets, and permissions management.
• Supports incident and request management: log, categorize, prioritize, diagnose, troubleshoot, and resolve issues; escalate as needed.
• Supports documentation and knowledge sharing: guide users, update knowledge bases, draft announcements.
• Monitors system performance to ensure optimal functioning.
• Generates reports on incident trends and service performance metrics.
• Coordinates with other IT teams to resolve issues.

Skills

Customer service

Communication

Troubleshooting

IT support

Multi-location teamwork

Education

Bachelor’s degree in CS/IT or related field

Tools

JIRA

Windows 11

MS Office

Job description

Redhorse Corporation seeks a Mid-Level Service Desk Support Engineer to deliver responsive IT support to NSB and priority programs in a secure environment. You’ll be the first contact for incidents, perform user admin tasks, and guide users through troubleshooting on Bridge SECRET and TS applications.

The role requires TS/SCI clearance and 3+ years of service desk experience, strong customer focus, and ability to work with remote users across multi-location teams.