Service Desk Analyst

Description SAIC is seeking a secret cleared Service Desk Technician onsite in Colorado Springs. The Service Desk Technician is a dynamic role that serves as the first point of contact for all N&NC customers requiring IT support. The analyst will provide comprehensive service desk functions, including managing incidents and service requests, using ITIL-compliant Service Desk systems to ensure effective tracking and management of IT-related issues. This role demands a customer-centric approach with a focus on delivering high-quality service and maintaining real-time communication with customers regarding the status of their requests. 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 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 Required 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. 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. Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. #J-18808-Ljbffr