Service Desk Technician

Isys Technologies; Colorado Springs (CO); On-site; USD 52,000 - 78,000; Full time

Job summary

I2X Technologies, a Colorado-based technology services contractor for the Federal Government, seeks a Service Desk Technician to support a Colorado Springs client on-site. The role requires an active Secret clearance and IAT II (Security+) certification.

You will manage ITIL-compliant service desk systems, handle incidents and service requests across multiple channels, document every interaction, and maintain knowledge bases while communicating status to customers and stakeholders.

Qualifications

• Bachelor’s degree or equivalent work experience with 2 years in IT support or service desk.
• SECRET level clearance is required.
• IAT II Certification (Security+) is required.
• ITIL Foundation or related ITIL certifications preferred.

Responsibilities

• Implement, manage, and maintain ITIL-compliant Service Desk systems.
• Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels.
• 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&C 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.

Skills

Customer service

Communication

Multi-tasking

Problem solving

Education

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

HS + 6 years experience

Job description

Minimum Clearance Required

Secret

Responsibilities

I2X Technologies is a reputable technology services company to the Federal Government. Whether the focus is on space exploration, national security, cyber security, or cutting-edge engineering applications, I2X is ready to offer you the chance to make a real-world impact in your field and for your country. We provide long-term growth and development. Headquartered in Colorado, I2X is engaged in programs across the country and in more than 20 states. Our programs support multiple Federal agencies, the Department of Defense and often focused on the space initiatives of our government customers.

I2X Technologies is seeking a Service Desk Technician to support ongoing activities for a customer in Colorado Springs, CO. This position will be on-site and will require an active Secret clearance.

• 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

• 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.

Desired Experience and Skills

• 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.

Essential Requirements:

• US Citizenship is required
• Active Secret clearance is required

Additional Information:In compliance with Colorado’s Equal Pay for Equal Work Act, the annual base salary range for this position is listed. Please note that the salary information is a general guideline only. I2X Technologies considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation.

While performing the duties of this job, the employee will regularly sit, walk, stand and climb stairs and steps. May require walking long distance from parking to work station. Occasionally, movement that requires twisting at the neck and/or trunk more than the average person, squatting/ stooping/kneeling, reaching above the head, and forward motion will be required. The employee will continuously be required to repeat the same hand, arm, or finger motion many times. Manual and finger dexterity are essential to this position. Specific vision abilities required by this job include close, distance, depth perception and telling differences among colors. The employee must be able to communicate through speech with clients and public. Hearing requirements include conversation in both quiet and noisy environments. Lifting may require floor to waist, waist to shoulder, or shoulder to overhead movement of up to 20 pounds. This position demands tolerance for various levels of mental stress.

I2X Technologies does not discriminate, and the company provides equal employment opportunity for all employees and applicants without regard to race, religion, color, sex, gender, sexual orientation, national origin, citizenship status, age, marital status, pregnancy or parenthood, handicap or disability, genetics, veteran status or any other legally protected characteristic.

I2X Technologies adheres to all federal, state and local laws regarding equal employment opportunity and will not discriminate against you in violation of these laws. I2X Technologies reserves the right to apply CIRI Shareholder preference to qualified Shareholders in employment and advancement opportunities.

I2X Technologies participates in E-Verify. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Reasonable Accommodation:

I2X Technologies will provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with I2X Technologies, please email [e-mail].