Service Desk Specialist

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

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+