Service Desk Analyst

SAIC•Colorado Springs, CO

1d•Onsite

About The Position

SAIC is seeking a motivated secret cleared Service Desk Analyst to join our team onsite in Colorado Springs supporting NORAD and USNORTHCOM (N&NC). As the first point of contact for all N&NC customers requiring IT support, this dynamic role provides mission-critical services in resolving IT-related issues effectively and efficiently. You will manage incidents and service requests while delivering exceptional customer service to ensure smooth IT operations in a high-security Department of Defense (DoD) environment. This role requires an individual who thrives in a fast-paced environment, with the ability to deliver VIP-level support to high-ranking officials, senior leaders, and mission-critical personnel. Consistently maintaining professionalism, discretion, and responsiveness is essential to succeed in this role.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field + 2 years of relevant experience; or High school diploma/GED with 6+ years of relevant experience.
Must have an active Secret Clearance.
A current IAT Level II Certification (CompTIA Security+ CE).
Proven experience in an IT Service Desk or technical support role.
Strong understanding of computer systems, cybersecurity best practices, mobile devices, and related tech products.
Familiarity with ITIL service management frameworks and use of Service Desk software (e.g., incident tracking systems).
Excellent customer service and communication skills, with the ability to interact effectively with diverse teams and user bases.
Ability to multi-task, prioritize requests, and adapt quickly to changing requirements.

Responsibilities

Implement, manage, and maintain ITIL-compliant Service Desk systems, leveraging tools such as incident tracking systems and self-service solutions.
Serve as the first point of contact for IT support, assisting N&NC customers with incidents and service requests via phone, email, chat, and self-service channels.
Accurately record, track, and document every incident and service request, prioritizing and escalating tickets when needed.
Provide customers (including subordinates, regions, and sectors) real-time visibility into the status of their requests to reduce downtime and enhance their experience.
Diagnose and troubleshoot basic networking, software, and hardware issues, escalating complex problems to the appropriate teams.
Contribute to knowledge management systems by documenting solutions, troubleshooting steps, and best practices.
Maintain proactive communication with customers, keeping them informed on incident status, resolution progress, and ticket closure.
Perform desktop application troubleshooting for standard workplace software such as Microsoft Office 365 Suite, collaboration and communication tools (Teams, Outlook), and DoD-specific tools.
Assist in user access and troubleshooting related to Active Directory (AD), group policy, and account management systems.
Support DoD-specific applications and systems (as applicable) and coordinate with backend/engineering teams to address escalated issues.