Service Desk Analyst

SAIC is hiring a Secret-cleared Service Desk Analyst for onsite IT support in Colorado Springs, providing first-line assistance to NORAD and USNORTHCOM customers.

Responsibilities

• Implement, operate, and maintain ITIL-compliant Service Desk processes using incident tracking systems and self-service tools
• Act as first point of contact for IT incidents and service requests for N&NCT customers via phone, email, chat, and self-service
• Log, monitor, document, and prioritize every incident and service request; escalate tickets when needed
• Provide customers with real-time visibility into request status to help reduce downtime
• Troubleshoot basic issues across networking, software, and hardware; route complex problems to the appropriate teams
• Support knowledge management by documenting solutions, troubleshooting steps, and best practices
• Maintain proactive customer communication, including updates on incident status, resolution progress, and ticket closure
• Perform desktop application troubleshooting for standard workplace tools, including Microsoft Office 365 Suite, Microsoft Teams, and Microsoft Outlook, plus DoD-specific tools (as applicable)
• Assist with 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 for escalated incidents

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field plus 2 years relevant experience; or High school diploma/GED with 6+ years relevant experience
• Active Secret Clearance
• 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, and related technology products
• Familiarity with ITIL service management frameworks and use of Service Desk software (e.g., incident tracking systems)
• Excellent customer service and communication skills for working with diverse teams and user bases
• Ability to multi-task, prioritize, and adapt to changing requirements

Technologies

• ITIL
• Incident tracking systems
• Self-service solutions
• Microsoft Office 365 Suite
• Microsoft Teams
• Microsoft Outlook
• Active Directory (AD)
• Group policy
• CompTIA Security+ CE

Location: Colorado Springs, CO (onsite)

Salary: USD 40,001 - 80,000 per year

Experience: 2+ years