Service Desk Analyst Job Listing at SAIC in Colorado Springs, CO (Job ID 2505380)

Description

Description

We are seeking a Service Desk Analyst to support our NORAD-NORTHCOM (N&NC) IT Enterprise Services (NITES) Program. Our customer maintains a highly demanding mission and requires our support to provide expert technical and professional management support to the command's enterprise Information Technology (IT) services. The Service Desk Analyst will support a program that provides sustainment, maintenance, Problem and Change management services to help ensure secure, reliable, and uninterrupted availability of the Department of Defense IP networks.

Required:

• Must have an active Secret or higher clearance.
• Must have a CompTIA A+ certification and a CompTIA Sec+ certification.
• Must be able to communicate effectively via telephone or in person.
• Must be able to present themselves in a professional manner.
• Must be willing (if needed) to commute to a different location on Peterson SFB.
• Ability to adapt in a fast pace and high demand environment.
• Perform tier 1 troubleshooting at the physical layer.
• Understands the functional difference and capabilities of both Android and Apple IOS systems.
• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.

Qualifications

Required Skills: 

• Associates degree with 3 years experience or a High School with 5 years experience. 
• Active Secret clearance.
• Installing, configuring, and maintaining operating system workstations in support of business processing requirements.
• Maintaining organizational inventory and physical accountability of equipment.
• Software installations and upgrades to operating systems and layered software packages.
• Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures.
• Imaging NIPR & SIPR devices to achieve optimum performance levels.
• Ensures workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.
• Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation.
• Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service.
• Contacting customers to provide real time updates regarding their incident or service request.
• Maintained access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users. 
• Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO). 
• Administrative privileges and experience using Active Directory. 
• Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices. 

Preferred skills:

• Comprehends and Informs user base of educated responses in network outages or degradations. 
• Develops tier 0 implementations to ease transference of knowledge to user base.
• Understanding of incident management and COMSPOT reporting.
• Flexibility to provide services during and outside of regular business hours if requested by Government Service Owners/Teams. 
• Comprehension of service desk Tactical Training Processes (TTP) & Standard Process Models (SPM). 
• Develops and promotes standard operating procedures. 
• Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
•  Must be comfortable carrying up to 35-50 lbs. 
• General knowledge on computer functions, shortcuts and virtual environments.
• Experience using an ITSM tool to drive service delivery and performance.
• Basic Understanding of DoD environment and military rank structure.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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