Sr IT Service Desk Support Specialist; Secret Cleared
Listed on 2026-03-15
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IT/Tech
IT Support, Systems Administrator
Overview
Description
Title: Sr. IT Service Desk Support Specialist
Location: Herbert
C. Hoover Building – Washington, DC (Onsite)
Terms: Full-Time
Clearance: Active Secret Clearance required (U.S. Citizenship required)
Travel: 0–10%
RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.
Program Overview
RIVA Solutions supports the National Telecommunications and Information Administration (NTIA) under the ISCOM Division in delivering mission-critical IT modernization and cybersecurity services. This effort focuses on enhancing the security, reliability, and efficiency of NTIA’s enterprise infrastructure, advancing their mission of expanding broadband access, enabling data-driven policy making, and strengthening secure communications through modern digital platforms aligned with federal security and compliance standards.
Position Overview
RIVA Solutions is seeking a Sr. IT Service Desk Support Specialist to enhance end-user support capabilities for NTIA at the Herbert
C. Hoover Building in Washington, DC. This role primarily supports Tier 2 and Tier 3 service desk operations, providing advanced onsite technical support in a secure federal environment.
The ideal candidate will bring strong hands-on expertise in endpoint management, enterprise applications, and troubleshooting complex IT issues, while maintaining a customer-first mindset and ensuring service levels are met within established SLAs.
Core Responsibilities- Provide Tier 2 and Tier 3 onsite technical support for NTIA users
- Manage and resolve incidents and service requests using the Service Now ticketing system within established SLAs
- Provide technical support for hardware, software, network connectivity, and M365 enterprise applications
- Troubleshoot and support Windows 11, Microsoft 365, Azure file shares, NTIA enterprise systems, and specialized scientific applications
- Support and troubleshoot mobile devices (Android and iOS)
- Provide hands-on troubleshooting for laptops, desktops, multi-functional devices (MFDs), and peripherals including PIV/CAC readers, monitors, and encrypted external drives
- Utilize tools such as Big Fix, Intune, Azure, Remote Desktop, Adobe Admin Console, and related enterprise technologies
- Escalate unresolved issues to Tier 3 or specialized IT teams and track resolution progress
- Maintain detailed documentation of incidents, resolutions, and response times
- Coordinate with IT departments regarding hardware and software procurement
- Provide end-user training on enterprise systems and applications
- Prioritize workload effectively and provide regular reporting on task progress and milestones
- Deliver professional, diplomatic, and responsive in-person and remote support
- Bachelor’s degree in Information Technology
, Business Management, or a related field - Minimum of 6 years of experience supporting Tier 2/Tier 3 IT Service Desk operations in a federal or enterprise environment
- Experience supporting user and account management, M365 applications, enterprise systems, and endpoint devices (laptops, desktops, printers, mobile devices)
- Experience using Service Now or similar IT Service Management (ITSM) platforms
- Working knowledge of Big Fix, Intune, Azure, Remote Desktop, and Adobe Admin Console
- Basic scripting knowledge (Power Shell, Bash, or Python) for automation and remediation
- Active Secret Clearance required
- Strong communication, customer service, and problem-solving skills
Certifications are not a substitute for experience but are highly desired (CompTIA A+, Security+, Network+, ITIL).
Preferred Qualifications- CompTIA A+, Security+, Network+, or ITIL certifications
- Experience working within federal IT environments with strict compliance and cybersecurity requirements
- Advanced endpoint troubleshooting experience across Windows, Microsoft 365, and enterprise applications
- Strong written and verbal communication skills
- Demonstrated initiative, time management…
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