Service Desk Analyst

Description

SAIC is seeking a secret cleared Service Desk Technician onsite in Colorado Springs. The Service Desk Technician is a dynamic role that serves as the first point of contact for all N&NC customers requiring IT support. The analyst will provide comprehensive service desk functions, including managing incidents and service requests, using ITIL-compliant Service Desk systems to ensure effective tracking and management of IT-related issues. This role demands a customer-centric approach with a focus on delivering high-quality service and maintaining real-time communication with customers regarding the status of their requests.

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.

Qualifications

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent work experience with 2 years experience or HS + 6 years experience.

• SECRET Level clearance is required.

• IAT II Certification (Security +) is required.

• Certification in ITIL Foundation or relevant ITIL certifications preferred.

• 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.

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: 2616053

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