Secret-Cleared IT Service Desk Specialist

SAIC; Colorado Springs (CO); In loco; USD 40.000 - 80.000; Tempo pieno

Descrizione del lavoro

SAIC is seeking a secret-cleared Service Desk Analyst to join the Colorado Springs team onsite supporting NORAD and USNORTHCOM. You will be the first line of IT support, handling incidents and requests with professional courtesy in a high-security DoD environment.

You will troubleshoot basic networking and software issues, manage AD access, and contribute to knowledge management while delivering VIP-level support to mission-critical personnel.

Competenze

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or HS diploma with 6+ years of relevant experience.
• Active Secret Clearance required.
• IAT Level II Certification (CompTIA Security+ CE) or higher.
• Proven experience in an IT Service Desk or technical support role.
• Strong understanding of computer systems, cybersecurity basics, mobile devices, and related tech products.
• Familiarity with ITIL service management and service desk software.

Mansioni

• 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.
• Record, track, and document incidents and service requests; escalate when needed.
• Provide real-time status updates to customers and teams.
• Diagnose and troubleshoot basic networking, software, and hardware issues; escalate complex problems.
• Contribute to knowledge base with solutions and best practices.
• Maintain proactive communication on incident status and resolutions.
• Troubleshoot desktop applications including Microsoft 365 and DoD tools.
• Assist with user access and AD/group policy issues.
• Coordinate with backend teams for escalated issues.

Conoscenze

Incident management

IT support

Active Directory

Customer service

Networking basics

Formazione

Bachelor's degree in CS/IS or related

HS diploma + 6+ years experience

Strumenti

ServiceNow

Active Directory

Office 365

Descrizione del lavoro

SAIC is seeking a secret-cleared Service Desk Analyst to join the Colorado Springs team onsite supporting NORAD and USNORTHCOM. You will be the first line of IT support, handling incidents and requests with professional courtesy in a high-security DoD environment.

You will troubleshoot basic networking and software issues, manage AD access, and contribute to knowledge management while delivering VIP-level support to mission-critical personnel.