Job ID: 2600745
Location: ARLINGTON, VA, US
Date Posted: 2026-01-27
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description 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
Help end users with troubleshooting VPN connections
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
Qualifications Required E xperience/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
Experience supporting users or working in a multi-location organization
Exposure to Active Directory, Office 365, VPN, and remote desktop tools
Basic knowledge of ITIL, ITSM frameworks, or MSP environments
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: 2600745
- Posted 3 hours ago
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