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# secret cleared Service Desk Technician

- **Company:** Science Applications International Corporation
- **Location:** Colorado Springs, CO, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $40,001.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Information Systems, Issue Tracking Systems, Knowledge Management, Networking Basics, WebRTC, Information Technology
- **Published:** August 24, 2026
- **Apply:** https://www.dice.com/job-detail/aec05e88-5015-4bbf-81f6-b74437a28c99

## About the Role

* 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.

## 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., * 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.


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