Senior Service Desk Technician

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

• Share 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
  

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