IT Service Desk Specialist

IT Service Desk SpecialistThis 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.AccountabilitiesProvide 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.RequirementsHigh 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.BenefitsAnnual 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.