Service Desk Analyst

Description

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.

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.

Qualifications

Required Qualifications:

• 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.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2617490

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability