Sr IT Service Desk Support Specialist (Secret Cleared)

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 policymaking, 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 ServiceNow 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 BigFix, 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

Minimum Qualifications

• 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 ServiceNow or similar IT Service Management (ITSM) platforms
• Working knowledge of BigFix, Intune, Azure, Remote Desktop, and Adobe Admin Console
• Basic scripting knowledge (PowerShell, 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 skills, and ability to solve complex IT challenges independently
• Experience prioritizing tasks and reporting progress within structured operational environments

Salary

Salary: Up to $120,000 depending on experience

RIVA Benefits

• Paid Time Off / Sick Leave
• Health, Dental, and Vision Coverage
• Life Insurance
• 401(k) Retirement Plan with Company Match
• HSA/FSA Spending Accounts
• Long- and Short-Term Disability
• Pet Insurance
• Wellness Program Initiatives
• RIVA Flex (Flexible Hours and Hybrid Support, where applicable)
• Additional Workplace Benefits

Equal Opportunity Statement

RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any protected class.

If you need a reasonable accommodation to search for a job opening or to submit an online application, please email accommodations@rivasolutionsinc.com. Only messages left for this purpose will be returned.