IT Service Desk Specialist

IT Service Desk Specialist

This role provides hands-on technical support for enterprise and government customers across Windows-based environments. You will troubleshoot applications, infrastructure, user accounts, and Active Directory services while managing service requests through ServiceNow. The position combines second-level IT support, system administration, customer service, and application troubleshooting. You will work directly with civilian and federal users, helping resolve issues and maintain reliable access to critical web-based systems. Success requires strong analytical skills, attention to detail, and the ability to communicate clearly with technical and nontechnical stakeholders. The role follows a structured overnight schedule and includes initial daytime training before transitioning to the assigned shift. This is an opportunity to contribute to a mission-focused technology environment while developing your infrastructure and service-management expertise.

Accountabilities

• Provide second-level technical support for Active Directory services, Windows systems, client IT environments, telecommunications, and web-based applications.
• Administer and troubleshoot Microsoft Windows Server and Active Directory environments, including Group Policy and Group Policy Preferences.
• Diagnose and resolve technical issues involving application deployments, infrastructure, servers, software, and user environments.
• Manage and prioritize support requests through ServiceNow, ensuring tickets are handled accurately and within expected timeframes.
• Perform user account maintenance, including credential administration, archiving inactive accounts, and monitoring authentication systems for suspicious activity.
• Install, maintain, troubleshoot, and optimize software applications on desktop environments.
• Support and troubleshoot business websites and web-based applications for civilian customers and federal employees.
• Provide user training and guidance on new or updated systems, software, and web-based applications.
• Communicate technical issues, progress, risks, and resolutions effectively with customers, process owners, stakeholders, and other support teams.
• Follow established security, operational, and service-management procedures while maintaining a high standard of customer service.

Requirements

• High school diploma required; additional technical education or certifications is a plus.
• At least 3 years of relevant professional experience, including a minimum of 2 years providing hands-on IT customer service and troubleshooting support.
• Experience working with ServiceNow or a comparable IT service-management and ticketing platform.
• Hands-on experience supporting and troubleshooting Windows systems in an Active Directory environment.
• Practical knowledge of Group Policy and Group Policy Preferences, including configuration and troubleshooting.
• Previous help desk, service desk, desktop support, or technical support experience.
• Ability to install, maintain, test, and troubleshoot desktop software and applications.
• Strong analytical and problem-solving abilities with excellent attention to detail.
• Excellent written and verbal communication skills, with the ability to manage expectations and explain technical information clearly.
• U.S. citizenship or lawful permanent resident status required.
• Ability to obtain and maintain a Federal or Department of Defense Public Trust clearance; active Public Trust or suitability is preferred.
• Ability to work the required bi-weekly overnight schedule: Week 1, Sunday–Tuesday, 6:00 PM–6:00 AM EST; Week 2, Sunday–Tuesday, 6:00 PM–6:00 AM EST, plus Wednesday, 10:00 PM–6:00 AM EST.
• Availability for initial training during regular business hours, approximately 10:00 AM–6:30 PM EST, during the first few weeks.
• Linux server experience is a plus.
• ITIL v4 certification or knowledge is preferred.

Benefits

• Annual salary range of $35,000–$58,000, depending on experience, skills, training, certifications, clearance status, and other factors.
• Comprehensive medical, prescription, dental, and vision insurance.
• 401(k) retirement plan.
• Company-paid holidays and personal/family sick time.
• Parental leave.
• Group term life insurance and travel assistance.
• Voluntary life and AD&D insurance.
• Health Savings Account and Health Care & Dependent Care Flexible Spending Accounts.
• Short- and long-term disability coverage.
• Transit and parking commuter benefits.
• Tuition reimbursement and opportunities for professional development, certifications, and learning.
• Employee referral program and company-sponsored events.
• Employee Assistance Program.
• Additional voluntary benefits, including critical care, hospital indemnity, accident insurance, legal assistance, and identity-theft protection.
• Annual Care.com membership.
• Potential eligibility for a discretionary variable incentive bonus.
• Remote work arrangement within the United States.