IT Service Desk Support Specialist

SDA Solutions LLC is seeking an IT Service Desk Support Specialist to support a Department of Defense customer from Quantico, VA (onsite). In this role, you will act as the first point of contact for end users, help resolve common technical issues, and ensure requests and incidents are tracked, documented, and escalated when needed.

This full-time position supports a large enterprise IT environment, with users located throughout the United States and internationally. The work includes onsite and remote technical assistance and participation in service desk and IT support activities as required.

What You’ll Do

• Respond to incoming technical support requests and serve as the initial point of contact for end users.
• Diagnose, troubleshoot, and resolve Tier I hardware, software, operating system, and connectivity issues.
• Provide onsite and remote technical assistance for desktops, laptops, printers, mobile devices, peripherals, and other approved enterprise equipment.
• Troubleshoot Microsoft Windows operating systems and common desktop applications.
• Assist users with account access, password resets, network connectivity, and routine technical requests.
• Create, categorize, update, track, and manage incidents and service requests within the designated ticketing system.
• Maintain accurate documentation of troubleshooting steps, technical findings, actions taken, and resolution details.
• Escalate unresolved or complex technical issues to Tier II, Tier III, engineering, or other appropriate support teams.
• Follow up with users and provide timely status updates in accordance with established service-level agreements (SLAs).
• Assist with basic Active Directory user and group administration within authorized permissions.
• Support enterprise mobile devices, printers, peripherals, and other approved IT equipment.
• Troubleshoot basic networking and connectivity issues.
• Maintain a professional and positive customer experience when assisting users at varying technical skill levels.
• Follow established Department of Defense security requirements, customer procedures, and service desk processes.
• Participate in additional service desk and IT support activities as required.

Tools and Technologies

• Microsoft Windows
• Active Directory
• BMC Remedy
• IT service management (ITSM)
• Microsoft 365 / O365
• ITIL

Requirements

• Active Secret security clearance.
• CompTIA Security+ certification (required).
• Experience providing technical support in a Help Desk, Service Desk, desktop support, or comparable IT environment.
• Strong customer service, interpersonal, and communication skills.
• Working knowledge of Microsoft Windows operating systems.
• Basic understanding of computer hardware, software applications, and peripheral troubleshooting.
• Basic understanding of networking concepts and connectivity troubleshooting.
• Ability to assess technical issues, gather relevant information, troubleshoot problems, and determine when escalation is necessary.
• Ability to manage multiple service requests, prioritize competing tasks, and maintain accurate ticket documentation.
• Ability to work effectively both independently and collaboratively within a technical support team.
• Strong attention to detail, organizational skills, and commitment to timely customer support.
• Ability to work onsite in Quantico, Virginia.

Education and Experience

• Bachelor’s degree in a technical, business, or related field preferred.
• Relevant technical experience, education, training, or certifications may be considered in lieu of a bachelor’s degree.
• Previous experience in a Department of Defense, federal government, enterprise Help Desk, or Service Desk environment is preferred.

Preferred Qualifications

• CompTIA A+, Network+, Server+, or other relevant IT certifications.
• Experience using BMC Remedy or comparable IT service management (ITSM) and ticketing platforms.
• Experience supporting Microsoft 365/O365 applications and environments.
• Basic knowledge of Active Directory, user accounts, groups, and permissions.
• Familiarity with ITIL principles, incident management, and service-level agreements.
• Experience supporting mobile devices and enterprise peripherals.
• Basic familiarity with command prompt, PowerShell, DNS, and common network troubleshooting tools.
• Previous experience supporting a Department of Defense customer.

Compensation and Benefits

• Starting at $48,000 annually
• Health, dental, and vision insurance
• 401(k) retirement plan with employer matching
• Health savings account (HSA), subject to plan eligibility
• Employer-paid basic life insurance
• Paid time off and paid holidays
• Employee assistance program
• Professional development assistance
• Tuition reimbursement
• Employee referral program

Work Environment

• Full-time onsite position supporting SDA Solutions’ Department of Defense customer in Quantico, Virginia.
• May require after-hours or on-call support based on operational and contract requirements.