Secret-Cleared IT Service Desk Analyst (VIP Support)

Saic; Colorado Springs (CO); On-site; USD 40,000 - 80,000; Full time

Job summary

SAIC is seeking a motivated Secret-cleared Service Desk Analyst to join our team onsite in Colorado Springs supporting NORAD and USNORTHCOM. As the first point of contact for all NORAD and USNORTHCOM IT inquiries, you will manage incidents and service requests, delivering VIP-level support in a high-security DoD environment.

You will troubleshoot basic networking, software, and hardware issues, document solutions, and communicate status to customers across subordinates and regions.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field + 2 years of relevant experience; or High school diploma/GED with 6+ years of relevant experience.
• Must have an active Secret Clearance.
• A 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, mobile devices, and related tech products.
• Familiarity with ITIL service management frameworks and use of Service Desk software (e.g., incident tracking systems).
• Excellent customer service and communication skills, with the ability to interact effectively with diverse teams and user bases.
• Ability to multi-task, prioritize requests, and adapt quickly to changing requirements.

Responsibilities

• Implement, manage, and maintain ITIL-compliant Service Desk systems.
• Serve as the first point of contact for IT support via phone, email, chat, and self-service.
• Accurately record, track, and document incidents and service requests; escalate when needed.
• Provide real-time status updates to customers to reduce downtime.
• Diagnose and troubleshoot basic networking, software, and hardware issues; escalate complex problems.
• Contribute to knowledge management by documenting solutions and best practices.
• Maintain proactive communication on incident status, progress, and closure.
• Troubleshoot desktop apps (Office 365, Teams, Outlook) and DoD tools.

Skills

Customer service

Communication

Multitasking

Problem solving

ITIL familiarity

Incident management

Education

Bachelor's degree in Computer Science, Information Systems, or related field

High school diploma / GED with 6+ years of relevant experience

Tools

Incident tracking systems

Self-service solutions

Microsoft Office 365

Teams

Job description

SAIC is seeking a motivated Secret-cleared Service Desk Analyst to join our team onsite in Colorado Springs supporting NORAD and USNORTHCOM. As the first point of contact for all NORAD and USNORTHCOM IT inquiries, you will manage incidents and service requests, delivering VIP-level support in a high-security DoD environment.

You will troubleshoot basic networking, software, and hardware issues, document solutions, and communicate status to customers across subordinates and regions.