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 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 (https://www.cool.osd.mil/usn/cswf/index.html?CWFModel).
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 .
- Candidate must be a US Citizen

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.