Enterprise Service Desk Analyst – DoD Clearance

Akima; Oklahoma City (OK); On-site; USD 45,000 - 65,000; Full time

Job summary

Akima Global Technology (AGT) is seeking an Enterprise Service Desk Analyst to be the first line of contact for Air Force users, delivering exceptional technical assistance in a 24/7 environment. You will handle incidents, document workflows, and contribute to knowledge base improvements to empower users and teammates.

The role emphasizes ServiceNow ticketing, strong communication, and the ability to work across day, weekend, and swing shifts to keep global users supported.

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 a relevant field may substitute for 5 years of relevant experience).
• Strong verbal and written communication skills, with the ability to clearly convey technical information.
• Proven ability to work effectively in a collaborative, team-oriented 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, ensuring proper documentation and escalation of unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
• Cross-Training: Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.

Skills

DoD experience

Customer service

Incident management

ServiceNow

End-user support

Clear communication

Education

High School diploma

Bachelor's degree in relevant field

Tools

ServiceNow

BeyondTrust

RDP / Remote Desktop

Job description

Akima Global Technology (AGT) is seeking an Enterprise Service Desk Analyst to be the first line of contact for Air Force users, delivering exceptional technical assistance in a 24/7 environment. You will handle incidents, document workflows, and contribute to knowledge base improvements to empower users and teammates.

The role emphasizes ServiceNow ticketing, strong communication, and the ability to work across day, weekend, and swing shifts to keep global users supported.