Service Desk Analyst (Tier 1)

E&M Technologies, Inc.; Colorado Springs (CO); On-site; USD 45,000 - 60,000; Full time

Job summary

E&M Technologies, Inc. is seeking a Service Desk Analyst (Tier 1) in Colorado Springs, CO to support NORAD/USNORTHCOM IT Enterprise Services.

You will be the first point of contact for IT incidents and service requests, providing timely, friendly support across phone, email, chat, and self-service. The role requires a bachelor’s degree or 2 years experience, IAT II (Security+) and ITIL knowledge; DoD clearance is required.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent work experience with 2 years of experience.
• IAT II Certification (Security +) is required.
• 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.

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 NNC customers 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.

Skills

Customer service

Communication

Multi-tasking

Adaptability

Teamwork

Education

Bachelor’s degree or 2 years of related experience

Tools

Incident tracking systems

Service desk software

Job description

Description

E&M Technologies, Inc. is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

POSITION: Service Desk Analyst (Tier 1)

WORK LOCATION: Colorado Springs, CO

JOB CATEGORY: Information Technology

JOB TYPE: Shift

REQUISITION ID: EM11-027

CITIZENSHIP: United States Citizen

CLEARANCE TYPE: Secret Clearance

TRAVEL REQUIREMENTS: Up to 10%

E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

E&M Technologies, Inc. is currently seeking a Service Desk Analyst (Tier 1) to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands.

Job 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 NNC 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.

Requirements

Minimum Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field, or equivalent work experience with 2 years of experience or HS + 6 years of experience.
• 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.
• Must be a U.S. Citizen
• Must have and be capable of maintaining a U.S. Department of Defense (DoD) Clearance at the appropriate level.

The salary range provided is a good faith estimate representative of all experience levels. E&M considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.?

E&M anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require E&M to shorten or extend the application window.?

E&M is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. E&M provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

As part of the federal government’s transition to the Trusted Workforce 2.0 Continuous Vetting framework, the Defense Counterintelligence and Security Agency (DCSA) is expanding enrollment in the FBI Rap Back program for cleared industry personnel beginning April 1, 2026.

Rap Back (Record of Arrest and Prosecution Back) is a service provided by the FBI that allows authorized agencies to receive notifications if there are updates to an individual’s criminal history record while they hold a security clearance. This supports continuous vetting of cleared personnel.

Per DCSA guidance, we are required to provide the following FBI privacy advisements to all cleared employees:

• FBI Privacy Act Notice https://www.fbi.gov/how-we-can-help-you/more-fbi-services-and-information/compact-council/privacy-act-statement
• Noncriminal Justice Applicant’s Privacy Rights https://www.fbi.gov/how-we-can-help-you/more-fbi-services-and-information/compact-council/guiding-principles-noncriminal-justice-applicants-privacy-rights