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Service Desk Analyst

SAIC
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Colorado Springs, CO, USA
Sep 21, 2026

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 escalate 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.

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.

Job ID

2616053

Security Clearance

SECRET
About SAIC

SAIC is a premier Fortune 500® technology integrator driving our nation's digital transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, IT modernization, and mission solutions.

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