Service Desk Analyst (Secret Required)

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 is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. Akima is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

What You’ll Get to Do:

We are looking for enthusiastic and driven individuals to fill the role of an Enterprise Service Desk Analyst. In this position, you will be the first point of contact for users, providing exceptional technical assistance and ensuring a seamless experience Airmen and Guardians across the globe. If you thrive in a fast-paced environment and enjoy problem-solving while providing exceptional customer experience, this is the perfect opportunity for you! Join us in making a difference and be part of a dedicated team that supports and empowers our users every day. With our operations running 24/7, you’ll have the chance to embrace a dynamic work schedule that includes day shifts, weekends, and swing shifts.

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.

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, 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.

Desired Qualifications

• Security+ Certification.
• Experience using Service Now service management software (or similar tool).
• Knowledge and use of Remote Deskside support tools, such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP).
• Active Secret Clearance.

Job ID

2026-26900

Work Type

On-Site

Company Description

Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.

As an AGT employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.