Service Desk Specialist

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.

What You’ll Do 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. If you enjoy problem-solving, learning new technologies, and supporting a fast-paced global operation, this role is an excellent fit. This is a 24/7 environment with day, swing, and weekend shifts available., * 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

• 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 of experience
• 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

• Health and dental insurance
• 4% 401(k) match
• Additional employee benefits and growth opportunities

Schedule & Training All new hires must work onsite for the first 3-4 weeks for training. After training, you will be assigned to a shift (shift details provided at that time). Because this is a 24/7 operations center, all candidates must be available for rotating shifts. After completing your 3-month contract period, you may select a preferred shift when transitioning to the prime contractor. This role operates on a hybrid team rotation:

• Team A works remotely a few days one week
• Team B works remotely a few days the following week Teams alternate weekly.