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Service Desk II

Arlington, VA, US • Posted 3 hours ago • Updated 3 hours ago

Full Time

On-site

SAIC

Fitment

Dice Job Match Score™

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Job Details

Skills

Security Clearance
Insurance
Information Security
ISS
Banking
Cyber Security
Risk Management
Finance
IT Operations
Customer Service
Laptop
Mobile Devices
Operating Systems
Network
Mentorship
Knowledge Management
Training
Knowledge Sharing
Process Improvement
Service Desk
Technical Support
ITIL
Communication
Supervision
IT Service Management
ServiceNow
BMC Remedy
Active Directory
Remote Support
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2611650

Location: Arlington, VA, US

Date Posted: 2026-04-22

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: ORA_ON_SITE

Description

SAIC is proud to support the Federal Deposit Insurance Corporation (FDIC) under the newly awarded Information Security Services (ISS) contract, providing innovative solutions to strengthen and safeguard the nation's banking system. We are seeking passionate and talented professionals to join our team in delivering cutting-edge cybersecurity, IT operations, and risk management services. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the FDIC's mission of maintaining public confidence in the financial system.

A Service Desk II analyst provides advanced first- and second-level technical support within a 24x7x365 IT operations environment. This role handles more complex incidents, mentors' junior analysts, and ensures high-quality customer service while following established ITIL-aligned processes.

Key Responsibilities:

Respond to and resolve incidents and service requests that require deeper technical knowledge than standard Tier I support.
Troubleshoot issues related to desktops, laptops, mobile devices, operating systems, standard enterprise applications, and network connectivity.
Document all work performed, including troubleshooting steps, resolutions, and escalation details, in the ITSM system.
Escalate issues to Tier III or specialized support teams when necessary, ensuring clear and complete handoff information.
Provide guidance and informal mentoring to Tier I analysts to improve overall team capability.
Monitor ticket queues, prioritize work based on impact and urgency, and ensure timely resolution within defined SLAs.
Maintain strong communication with customers, providing updates and ensuring a positive support experience.
Follow ITIL best practices for Incident, Request, and Knowledge Management.
Support shift operations as needed to maintain 24x7x365 coverage.
Participate in training, knowledge sharing, and process improvement activities.

Qualifications

?EDUCATION AND EXPERIENCE:

Associate's Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.
Minimum of two (2) years of experience in an IT Service Desk or technical support role.
ITIL v4 Foundations certification.
Strong oral and written communication skills with a professional, customer-focused demeanor.
Ability to troubleshoot and resolve a wide range of technical issues with minimal supervision.

Preferred Qualifications:

Experience with enterprise ITSM tools such as ServiceNow, Remedy, or Cherwell.
Familiarity with Active Directory, remote support tools, and standard enterprise applications.
Experience supporting federal agencies or regulated environments.
Ability to work rotating shifts, including nights, weekends, and holidays.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2611650
Posted 3 hours ago

Company Info

About SAIC

SAIC® is a premier Fortune 500 mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets include secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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