Service Desk Analyst; Tier 1

Description

E&M Technologies, Inc. is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

POSITION:
Service Desk Analyst (Tier
1)

WORK LOCATION:
Colorado Springs, CO

JOB CATEGORY:
Information Technology

JOB TYPE:
Shift

REQUISITION :
EM11-027

CITIZENSHIP:
United States Citizen

CLEARANCE TYPE:
Secret Clearance

TRAVEL REQUIREMENTS:
Up to
10%

E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

E&M Technologies, Inc. is currently seeking a Service Desk Analyst (Tier
1) to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands.

• 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 NNC 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.

• Bachelor’s degree in computer science, Information Systems, or related field, or equivalent work experience with 2 years of experience or HS + 6 years of experience.
• 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.
• Must be a U.S. Citizen
• Must have and be capable of maintaining a U.S. Department of Defense (DoD) Clearance at the appropriate level.

The salary range provided is a good faith estimate representative of all experience levels. E&M considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and…