Service Desk Specialist

Summary

We are seeking motivated IT professionals to provide enterprise-level technical support for the U.S. Air Force. This role offers a hybrid schedule: after completing initial onsite training, you will be eligible to telework up to two days per week. While a Secret clearance is preferred, we can sponsor qualified candidates. Onsite support is available to help you earn your Security+ certification. This large, mission-driven environment offers strong opportunities for long-term career growth.

As an Enterprise Service Desk Technician, you will be the first point of contact for Airmen and Guardians around the world. You will deliver high-quality technical support, ensure a seamless user experience, and help resolve issues that keep critical missions running. This is a 24/7 environment with day, swing, and weekend shifts available.

Key Responsibilities

• Provide advanced troubleshooting and resolve technical issues for end users
• Manage and track incidents from start to resolution, ensuring accurate documentation and escalation when needed
• Create and update knowledge base articles to improve self-service and team efficiency
• Use ServiceNow for ticketing, workflow management, and reporting
• Participate in team training, knowledge sharing, and cross-training activities to strengthen overall support capabilities

Required Qualifications

• US citizenship
• Ability to obtain and maintain a DoD Secret clearance
• High school diploma and 5+ years of technical experience; a relevant bachelor's degree may substitute for 5 years
• Strong written and verbal communication skills
• Ability to work collaboratively in a team environment
• Ability to learn and adapt to new technologies quickly
• Understanding of customer service best practices

Desired Qualifications

• Active DoD Secret clearance
• Security+ certification
• Experience with ServiceNow or similar ITSM tools

Schedule and Training

All new hires work onsite for the first 3-4 weeks for training. After training you will be assigned to a shift. Because this is a 24/7 operations center, all candidates must be available for rotating shifts. The role operates on a hybrid team rotation, with teams alternating remote days weekly.