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 applic