Senior Service Desk Technician

Senior Service Desk Technician

Description

SAIC has an opening for a Senior Service Desk Technician billet in Arlington, VA. SAIC is recognized as an IT leader in the intelligence and law enforcement spaces. This exciting opportunity will be supporting the United States Marshals Services' unique mission needs. We are seeking an individual to join the team who is fully committed to the success of USMS programs and bringing the best innovation, implementation, and attitudes to bear to the position.

Description of Duties:

The candidate will join our IT support team to provide first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues. Additionally, the candidate will:

Serve as an initial point of contact for IT support requests via phone, email, chat, or ServiceNow

Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices

Escalate complex or unresolved incidents to appropriate support teams per escalation protocols

Document all support interactions in the ServiceNow ticketing system with clear, accurate, and timely updates

Assist in user account creation, password resets, and access management in Active Directory and other platforms

Follow standard operating procedures for common support requests and troubleshooting

new issues and solutions in the knowledge base to support team learning

Provide excellent customer service by maintaining a professional and empathetic approach in all interactions

Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery

Qualifications

Required Experience/Skills/Attributes:

Secret clearance or above

Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred)

At least 5 years of experience in a technical support or help desk role

Knowledge of Windows 10/11, Microsoft Office Suite, and general IT hardware

Familiarity with ServiceNow or other ticketing systems

Strong communication, problem-solving, and interpersonal skills

Ability to prioritize and manage time effectively in a dynamic environment

Position is onsite based on business needs

Desired Experience/Skills/Attributes:

CompTIA A+, ITIL Foundations, or other relevant IT certifications

Tier 2 system administration expertise to support requirements

Experience supporting users or working in a multi-location organization

Exposure to Active Directory, Office 365, and remote desktop tools

Basic knowledge of ITIL, ITSM frameworks, or MSP environments

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.