Service Desk Specialist

Service Desk Specialist

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.