Senior IT Service Desk Engineer TS/SCI

Position Title: Senior IT Service Desk Engineer TS/SCI Location: US-Virginia-Vienna Job ID: 5449 # of Openings: 1 Category: Information Technology Clearance: Top Secret/SCI Clearance Status: Active Type: Regular Full-Time Overview: Senior IT Service Desk Engineer – TS/SCI Location: Vienna, VA (On-site / SCIF) Clearance: Active DoD Top Secret with SCI Eligibility Position Overview Integral Federal is actively looking to hire a Senior IT Service Desk Engineer to support a government client in Vienna, VA.

This individual will provide comprehensive technical support, balancing front-line Tier 1 triage with high-level troubleshooting and system architecture support. The overall scope of this work is to provide hands-on, technically capable computer and system expertise, including troubleshooting incidents within the SCIF and across the overall agency. Responsibilities: Infrastructure & End-User Support: Maintain and manage the IT infrastructure and operational needs of the customer, including hardware, software, desktops, peripherals, printers, copiers, scanning systems, and end-user issues.

Tier 1 & Executive Triage: Provide standard desktop support for users on PCs, deliver dedicated Executive Staff Support, and process everyday front-line requests as resourcing requires. Advanced Troubleshooting: Identify and resolve complex technical issues related to desktop/remote hardware and standard/proprietary software. Troubleshoot a COTS-heavy environment with an emphasis on non-standard configuration issues.

Device & Image Management: Image, configure, deploy, and install new equipment and PCs. Process and track warranty repairs and manage cable setups with high attention to detail. Collaboration & Escalation: Research and collaborate with infrastructure and IT teams to resolve complex application and network issues. Coordinate closely with the IT Service Desk Project Manager to meet user requirements.

SOPs & Documentation: Assist with the development of internal knowledge articles and standard operating procedures (SOPs). Follow standard templates for Active Directory and Exchange artifact life cycles. Collaboration Tools & Telecom: Provide setup, troubleshooting, and support for video conferencing equipment (Zoom, WebEx, Teams) and on-site conferencing. Configure and maintain user desk phones (Avaya) and mobile devices (iOS, Intune).

Project & Vendor Support: Collaborate with IT team members on large-scale projects. Track progress using Agile methodologies, assist with research for new IT acquisitions, and help maintain vendor relationships in hardware, software, and telecom. Qualifications: Required: Clearance & Education Security Clearance: Must hold an active Department of Defense Top Secret clearance with SCI Eligibility (required due to the secure nature of the agency).

Experience & Education: 5+ years of relevant work experience alongside a Bachelor’s degree or an equivalent IT-related certification. Technical Skills Image Lifecycle Management: Experience developing and maintaining desktop master images optimized for both on-premises and Azure deployments. Group Policy Management: Experience developing, maintaining, and troubleshooting desktop Group Policy Objects (GPOs) to enforce security (STIG) requirements and configuration standards.

Systems & Software: Strong knowledge of software deployment through SCCM tools. Hands-on experience with Windows OS, Apple iOS, PowerShell, Microsoft Office 365, Microsoft Intune, Active Directory, and Exchange. Remote Access: Experience assisting end-users with remote access, specifically Azure Virtual Desktop. Issue Tracking: Experience working with standard Issue Tracking software (e.g., Salesforce, HEAT, Remedy, etc.).

Operations & Infrastructure: Prior IT Operations experience featuring a blend of application, hardware, printer administration, and networking support (including over-the-phone support). Professional & Soft Skills Project Management: Proven ability to independently organize