Service Desk Analyst

SAIC is seeking a motivated secret cleared Service Desk Analyst to join our team onsite in Colorado Springs supporting NORAD and USNORTHCOM (N&NC). As the first point of contact for all N&NC customers requiring IT support, this dynamic role provides mission-critical services in resolving IT-related issues effectively and efficiently. You will manage incidents and service requests while delivering exceptional customer service to ensure smooth IT operations in a high-security Department of Defense (DoD) environment.

This role requires an individual who thrives in a fast-paced environment, with the ability to deliver VIP-level support to high-ranking officials, senior leaders, and mission-critical personnel. Consistently maintaining professionalism, discretion, and responsiveness is essential to succeed in this role.

Responsibilities:

- Implement, manage, and maintain ITIL-compliant Service Desk systems, leveraging tools such as incident tracking systems and self-service solutions.
- Serve as the first point of contact for IT support, assisting N&NC customers with incidents and service requests via phone, email, chat, and self-service channels.
- Accurately record, track, and document every incident and service request, prioritizing and escalating tickets when needed.
- Provide customers (including subordinates, regions, and sectors) real-time visibility into the status of their requests to reduce downtime and enhance their experience.
- Diagnose and troubleshoot basic networking, software, and hardware issues, escalating complex problems to the appropriate teams.
- Contribute to knowledge management systems by documenting solutions, troubleshooting steps, and best practices.
- Maintain proactive communication with customers, keeping them informed on incident status, resolution progress, and ticket closure.
- Perform desktop application troubleshooting for standard workplace software such as Microsoft Office 365 Suite, collaboration and communication tools (Teams, Outlook), and DoD-specific tools.
- Assist in user access and troubleshooting related to Active Directory (AD), group policy, and account management systems.
- Support DoD-specific applications and systems (as applicable) and coordinate with backend/engineering teams to address escalated issues.

Required Qualifications:

- Bachelor’s degree in Computer Science, Information Systems, or a related field + 2 years of relevant experience; or High school diploma/GED with 6+ years of relevant experience.
- Must have an active Secret Clearance
- A current IAT Level II Certification (CompTIA Security+ CE)
- Proven experience in an IT Service Desk or technical support role.
- Strong understanding of computer systems, cybersecurity best practices, mobile devices, and related tech products.
- Familiarity with ITIL service management frameworks and use of Service Desk software (e.g., incident tracking systems).
- Excellent customer service and communication skills, with the ability to interact effectively with diverse teams and user bases.
- Ability to multi-task, prioritize requests, and adapt quickly to changing requirements.