Service Management Analyst

Trace Systems Inc.; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Trace Systems is seeking an experienced IT Desktop Support Specialist to support the USMTM CITS contract in Riyadh, Saudi Arabia. The role provides hands-on Tier II endpoint support for classified and unclassified environments, including installation, imaging, configuration, troubleshooting, repair, and lifecycle management.

The successful candidate will manage Windows endpoints, use SCCM/MECM, Intune, MDT, and work with Cybersecurity and Systems teams to ensure uptime, security, and compliance

Qualifications

• Active DoD 8140 qualifications or equivalent demonstrated experience.
• Bachelor’s degree in IT, Cybersecurity, CS, IS, or related training.
• Experience installing, imaging, configuring, troubleshooting Windows endpoints and peripherals.
• Experience with software deployment and enterprise ticketing systems.

Responsibilities

• Provide Tier II onsite endpoint support for workstations, printers, and related devices.
• Administer and maintain AESMP, manage user access and data integrity.
• Coordinate Configuration Management Board activities and change requests.
• Support SCCM/MECM, Intune, MDT for deployment and patching.
• Troubleshoot security, DNS/DHCP, VPN, and endpoint issues; assist senior staff.

Skills

Desktop support

Windows endpoint management

Security clearance required

Citizenship clear

Customer service

Education

Bachelor's degree in IT / Cybersecurity / CS / IS

Tools

SCCM/MECM

Intune

MDT

AESMP

Job description

Job Overview

Job Title: Service Management Specialist

Job Location: Al Nakhla, Saudi Arabia

Job Responsibilities

Trace Systems is seeking experienced IT Desktop Support Specialists to support the USMTM CITS contract in Riyadh, Kingdom of Saudi Arabia. The IT Desktop Support Specialist provides hands‑on Tier II endpoint support for classified and unclassified environments, including installation, imaging, configuration, troubleshooting, repair, relocation, patching, vulnerability remediation, and lifecycle support.

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart‑card readers, and related endpoint equipment.
• Administer and maintain AESMP, supporting user access, system functionality, data accuracy, and ongoing operational requirements.
• Serve as a primary point of contact for AESMP‑related issues, coordinating troubleshooting, user support, system updates, and issue resolution.
• Coordinate and support Configuration Management Board (CMB) activities, including preparing change requests, documentation, supporting materials, and agenda items for board review.
• Track approved, pending, and rejected CMB change requests, ensuring actions, decisions, implementation status, and required documentation are accurately maintained.
• Collaborate with technical teams, system owners, and stakeholders to evaluate proposed system changes, identify potential impacts, and support implementation following CMB approval.
• Provide advanced Service Desk and IT operational support, handling escalated issues and performing additional system administration and configuration‑management responsibilities beyond standard help desk functions.
• Install, configure, test, troubleshoot, repair, replace, reimage, and relocate Microsoft Windows endpoints and approved applications.
• Use SCCM/MECM, MDT, Intune, or other Government‑approved tools for deployment, patching, software installation, and configuration management.
• Perform manual patches and hot fixes when automated deployment is unavailable or unsuccessful.
• Support Microsoft Office, Outlook, Teams, approved browsers, Adobe products, CAC middleware, VPN clients, and endpoint security tools.
• Troubleshoot hardware, operating systems, user profiles, certificates, authentication, printers, wired and wireless connectivity, DNS, DHCP, and VPN issues.
• Support office moves, workstation reconfiguration, technology refreshes, cable changes, and new‑user installations.
• Maintain accurate hardware, software, location, warranty, repair, and lifecycle records.
• Coordinate warranty repairs, vendor support, replacement equipment, and expiring warranty actions.
• Accept escalated tickets from Help Desk personnel and coordinate with Systems, Network, and Cybersecurity teams through resolution.
• Implement approved security settings, STIG‑related changes, vulnerability remediation, and endpoint compliance actions.
• Support Government property accountability, hand receipts, inventory, transfer, sanitization, and disposal processes.
• Maintain detailed ticket, installation, build, troubleshooting, and continuity documentation.
• Provide priority support to senior leaders and participate in maintenance, outage response, and after‑hours support.

Minimum Qualifications

• Active, in‑scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Four (4) or more years of progressively responsible desktop, endpoint, field‑service, or enterprise technical support experience.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying credentials include a bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or completion of relevant military communications or network training.
• Qualifying certifications may include Security+, CND, GFACT, GSEC, or other DoD 8140‑approved certifications. Higher proficiency‑level or equivalent DoD 8140‑approved certifications applicable to the assigned work role may also be accepted.
• Experience installing, imaging, configuring, troubleshooting, repairing, and replacing Windows endpoints, printers, scanners, and peripherals.
• Experience with software deployment, patching, endpoint configuration, hardware lifecycle support, and enterprise ticketing systems.
• Working knowledge of Active Directory, user profiles, Group Policy concepts, account administration, TCP/IP, DNS, DHCP, VPN, and endpoint security.
• Ability to interpret technical procedures, configuration standards, security requirements, and equipment documentation.
• Experience administering IT support systems and supporting configuration/change management processes, including AESMP and Configuration Management Board activities.
• Strong customer service, technical documentation, troubleshooting, and organizational skills.
• Valid U.S. driver license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia.

Desired Qualification

• Microsoft Endpoint Administrator, Microsoft 365, CompTIA A+, Network+, ITIL, or HDI certification.
• Experience with SCCM/MECM, Intune, MDT, WSUS, PowerShell, DISA STIGs, SCAP, and vulnerability remediation.
• Experience supporting Dell, HP, or Lenovo enterprise endpoint hardware.
• Previous DoD, NIPRNet, SIPRNet, overseas, contingency, or military information technology experience.

Trace Systems

Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

Trace Systems is an Equal Opportunity and Aff... All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.