Service Desk Analyst (Secret Required)

Akima, LLC•Oklahoma City, OK

6d•Onsite

About The Position

Akima Global Technology is hiring an Enterprise Service Desk Analyst to support the Department of the Air Force’s Enterprise Information Technology as a Service (EITaaS) contract. The analyst will be the first point of contact for users, providing technical assistance and support to Airmen and Guardians worldwide. The position supports 24/7 operations and includes a dynamic schedule with day shifts, weekends, and swing shifts. The role is performed on-site. The analyst resolves technical issues, manages incidents through resolution, maintains documentation, and uses ServiceNow to track tickets and support service delivery. The role also contributes to Knowledge Base Articles and participates in cross-training to strengthen team knowledge and collaboration. Candidates must be able to obtain and maintain a DoD Secret Clearance.

Requirements

High school diploma and 6–10 years of technical experience; a bachelor’s degree in a relevant field may substitute for 5 years of relevant experience.
Ability to obtain and maintain a DoD Secret Clearance.
Strong verbal and written communication skills, including the ability to clearly convey technical information.
Ability to work effectively in a collaborative, team-oriented environment.
Familiarity with service desk operations, including basic troubleshooting and ticket handling.
Hands-on experience with end-user devices, common applications, and support tools.
Ability to obtain a CompTIA Security+ or similar certification within 6 months.

Nice To Haves

Security+ certification.
Experience using ServiceNow service management software or a similar tool.
Knowledge of remote deskside support tools such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP).
Active Secret Clearance.

Responsibilities

Resolve complex technical issues for end users using knowledge of systems and applications.
Manage and track incidents from initiation through resolution, document them, and escalate unresolved issues to maintain service levels.
Develop and update Knowledge Base Articles to support self-service and empower users and team members.
Use ServiceNow for incident tracking, ticketing, reporting, documentation, and service-delivery workflows.
Participate in training and workshops to share expertise and improve team-wide understanding of processes and tools.