Service Desk II

Job ID: 2611650 Location: Arlington, VA, US Date Posted: 2026-04-22 Category: Information Technology Subcategory: Technical Support Schedule: Full-Time Shift: Day Job Travel: No Minimum Clearance Required: None Clearance Level Must Be Able to Obtain: Public Trust Potential for Remote Work: ORA_ON_SITE Description SAIC is proud to support the Federal Deposit Insurance Corporation (FDIC) under the newly awarded Information Security Services (ISS) contract, providing innovative solutions to strengthen and safeguard the nation's banking system. We are seeking passionate and talented professionals to join our team in delivering cutting-edge cybersecurity, IT operations, and risk management services. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the FDIC's mission of maintaining public confidence in the financial system. A Service Desk II analyst provides advanced first- and second-level technical support within a 24x7x365 IT operations environment. This role handles more complex incidents, mentors' junior analysts, and ensures high-quality customer service while following established ITIL-aligned processes. Key Responsibilities: Respond to and resolve incidents and service requests that require deeper technical knowledge than standard Tier I support. Troubleshoot issues related to desktops, laptops, mobile devices, operating systems, standard enterprise applications, and network connectivity. Document all work performed, including troubleshooting steps, resolutions, and escalation details, in the ITSM system. Escalate issues to Tier III or specialized support teams when necessary, ensuring clear and complete handoff information. Provide guidance and informal mentoring to Tier I analysts to improve overall team capability. Monitor ticket queues, prioritize work based on impact and urgency, and ensure timely resolution within defined SLAs. Maintain strong communication with customers, providing updates and ensuring a positive support experience. Follow ITIL best practices for Incident, Request, and Knowledge Management. Support shift operations as needed to maintain 24x7x365 coverage. Participate in training, knowledge sharing, and process improvement activities. Qualifications ?EDUCATION AND EXPERIENCE: Associate's Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification. Minimum of two (2) years of experience in an IT Service Desk or technical support role. ITIL v4 Foundations certification. Strong oral and written communication skills with a professional, customer-focused demeanor. Ability to troubleshoot and resolve a wide range of technical issues with minimal supervision. Preferred Qualifications: Experience with enterprise ITSM tools such as ServiceNow, Remedy, or Cherwell. Familiarity with Active Directory, remote support tools, and standard enterprise applications. Experience supporting federal agencies or regulated environments. Ability to work rotating shifts, including nights, weekends, and holidays. SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .bfb3568a-762b-4989-884b-a9682aa104ca