Tier 1 Service Desk Analyst — Flexible Hours

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

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.