Service Desk Analyst

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

Job summary

SAIC is seeking a Secret-cleared Service Desk Technician to be onsite in Colorado Springs. You will serve as the first point of contact for IT support, managing incidents and service requests with ITIL-compliant systems.

Requirements include a Bachelor’s degree or equivalent experience, SECRET clearance, and IAT II (Security+) certification. Strong communication and multitasking abilities are essential for a fast-paced environment.

Qualifications

• SECRET Level clearance required.
• IAT II Certification (Security+) required.
• ItIL Foundation or related ITIL certifications preferred.
• Experience in an IT service desk or technical support role.
• Strong understanding of computer systems, mobile devices, and tech products.
• Ability to multi-task and adapt quickly.
• Excellent customer service and communication with diverse users.
• Experience with incident tracking systems and service desk software.
• Ability to troubleshoot basic networking, software and hardware.

Responsibilities

• Implement, manage, and maintain ITIL-compliant Service Desk systems.
• Serve as the first point of contact for incidents and requests via phone, email, chat, and self-service.
• Record, track, and document every incident and service request.
• Provide a customer-facing view for real-time request status across users and regions.
• Diagnose, prioritize, and escalate incidents when needed.
• Contribute to knowledge management with current solutions and troubleshooting steps.
• Proactively communicate incident status and resolution progress to customers and stakeholders.

Skills

Customer service

Multi-tasking

Effective communication

Problem solving

Education

Bachelor’s degree in Computer Science or related field

Equivalent work experience: 2 years or HS + 6 years

Tools

Incident tracking systems

Self-help tools

Service desk systems

Job description

Description

SAIC is seeking a secret cleared Service Desk Technician onsite in Colorado Springs. The Service Desk Technician is a dynamic role that serves as the first point of contact for all N&NC customers requiring IT support. The analyst will provide comprehensive service desk functions, including managing incidents and service requests, using ITIL-compliant Service Desk systems to ensure effective tracking and management of IT-related issues. This role demands a customer-centric approach with a focus on delivering high-quality service and maintaining real-time communication with customers regarding the status of their requests.

Responsibilities:

• Implement, manage, and maintain ITIL-compliant Service Desk systems, such as incident tracking systems and self-help tools.
• Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels including phone, email, chat, and self-service.
• Record, track, and document every incident and service request, ensuring clear communication and accurate data collection.
• Provide a customer-facing view to allow all N&NC customers, including subordinates, regions, and sectors, to check the status of their requests in real-time.
• Diagnose, prioritize, and elevate incidents and requests to the appropriate resources when necessary.
• Contribute to knowledge management systems with current information on solutions and troubleshooting steps.
• Proactively communicate incident status and resolution progress to customers and stakeholders.

Qualifications

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent work experience with 2 years experience or HS + 6 years experience.
• SECRET Level clearance is required.
• IAT II Certification (Security +) is required.
• Certification in ITIL Foundation or relevant ITIL certifications preferred.
• Proven experience in an IT service desk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to multi-task and adapt to changes quickly.
• Excellent customer service skills and the ability to communicate effectively with a diverse user base.
• Experience working with incident tracking systems and service desk software.
• Ability to troubleshoot basic networking, software, and hardware issues.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.