Senior 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 Qualifications: 

Education: 

• Associates Degree  

Certifications (CWF Requirements): 

• Candidates must satisfy Cybersecurity Workforce Framework (CWF) ID 451 (System Administrator – Intermediate Level) requirements, as outlined by Navy COOL
  This requirement can be met by possessing one or more of the following qualifying certifications: 
• CompTIA Cloud+ 
• CompTIA Security+ 
• GIAC Global Industrial Cyber Security Professional (GICSP) 
• GIAC Security Essentials Certification (GSEC) 
• Systems Security Certified Practitioner (SSCP) 

OR This requirement can be met through: 

• A Bachelor’s Degree in Cybersecurity, Computer Science, IT, or a related field

Experience: 

• 1-3 years of professional experience managing and supporting enterprise-level IT environments

Technical Skills: 

• Knowledge of Red Hat Enterprise Linux (RHEL) operating systems for basic system configuration, updates, and troubleshooting
• Experience working with virtualized environments, such as VMware, Nutanix, or Hyper-V, including basic virtual machine setup and administration
• Familiarity with IT hardware maintenance, repair, and installation, supporting workstations, laptops, printers, and related peripherals
• General understanding of networking concepts, including TCP/IP, VLANs, DHCP, and connectivity troubleshooting
• Basic knowledge of IT automation and scripting tools (e.g., PowerShell, Bash) to assist in automating repeatable processes
• Awareness of security standards such as NIST 800-53, DoD RMF, and system hardening methodologies

Clearance Requirement: 

• Active TS/SCI clearance with the ability to obtain and maintain a TS/SCI with Poly

Work Environment and Notes: 

• On-Site Work: All work must be conducted on-site in Springfield, VA
• Travel: up to 25% to CONUS/OCONUS locations  
• Program Scope: Supports on-premises enterprise IT environments, including virtualized Windows servers, MS SQL Server databases, and networking layers
• Subcontractor Role: Responsibilities and compensation vary based on the subcontract agreement, with a competitive salary aligned to market rates and role-specific requirements