Enterprise Service Desk Analyst - 24/7 DoD IT Support

Akima Infrastructure Services; Oklahoma City (OK); On-site; USD 42,000 - 52,000; Full time

Job summary

Akima Infrastructure Services is seeking an Enterprise Service Desk Analyst to provide first-line IT support for DoD Air Force users. You will troubleshoot, document issues, and guide users through solutions on desktop and app platforms in a 24/7 environment.

You'll join a dynamic, mission-driven team delivering Incident Management, knowledge base updates, and ServiceNow-based ticketing to ensure rapid, accurate service across time zones and devices.

Qualifications

• Must be able to obtain and maintain a DoD Secret Clearance.
• High School diploma and 6-10 years' technical experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience).
• Strong verbal and written communication skills.
• Proven ability to work effectively in a collaborative team environment.
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.
• Ability to obtain a CompTIA Security+ or similar certification within 6 months.

Responsibilities

• Advanced technical support: Resolve complex technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support.
• Incident management: Actively manage and track incidents from initiation to resolution with proper documentation.
• Knowledge base enhancements: Develop and update KBAs to facilitate self-service options.
• ServiceNow proficiency: Use ServiceNow to manage incidents, tickets, and reporting for efficient workflows.
• Cross-training: Participate in training and workshops to share expertise across the team.

Skills

DoD Secret Clearance

Clear communication

Team collaboration

End-user support

Service Desk

Ticketing

Troubleshooting

ServiceNow

Education

Bachelor's degree in relevant field

High School diploma

Tools

ServiceNow

BeyondTrust

TeamViewer

RDP

Remote Desktop Protocol

Job description

Akima Infrastructure Services is seeking an Enterprise Service Desk Analyst to provide first-line IT support for DoD Air Force users. You will troubleshoot, document issues, and guide users through solutions on desktop and app platforms in a 24/7 environment.

You'll join a dynamic, mission-driven team delivering Incident Management, knowledge base updates, and ServiceNow-based ticketing to ensure rapid, accurate service across time zones and devices.