Service Desk Analyst (Tier 1)

E&M Technologies•Colorado Springs, CO

2d•Onsite

About The Position

E&M Technologies, Inc. is currently seeking a Service Desk Analyst (Tier 1) to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands.

Requirements

Bachelor’s degree in computer science, Information Systems, or related field, or equivalent work experience with 2 years of experience or HS + 6 years of experience.
IAT II Certification (Security +) is required.
Proven experience in an IT service desk or technical support role.
Strong understanding of computer systems, mobile devices, and other tech products.
Ability to multi-task and adapt to changes quickly.
Excellent customer service skills and the ability to communicate effectively with a diverse user base.
Experience working with incident tracking systems and service desk software.
Ability to troubleshoot basic networking, software, and hardware issues.
Must be a U.S. Citizen
Must have and be capable of maintaining a U.S. Department of Defense (DoD) Clearance at the appropriate level.

Nice To Haves

Certification in ITIL Foundation or relevant ITIL certifications preferred.

Responsibilities

Implement, manage, and maintain ITIL-compliant Service Desk systems, such as incident tracking systems and self-help tools.
Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels including phone, email, chat, and self-service.
Record, track, and document every incident and service request, ensuring clear communication and accurate data collection.
Provide a customer-facing view to allow all N&NC customers, including subordinates, regions, and sectors, to check the status of their requests in real-time.
Diagnose, prioritize, and escalate incidents and requests to the appropriate resources when necessary.
Contribute to knowledge management systems with current information on solutions and troubleshooting steps.
Proactively communicate incident status and resolution progress to customers and stakeholders.