Service Desk Analyst

About Our Client

The organization operates in the defense technology industry, focusing on enhancing U.S. and allied military capabilities through advanced technology. It addresses the challenge of modernizing military systems by integrating autonomy, artificial intelligence, computer vision, sensor fusion, and networking technologies. The organization develops solutions powered by an AI-enabled operating system that consolidates multiple data streams into a real-time command and control platform, helping accelerate the delivery of advanced defense capabilities.

About the Opportunity

The Service Desk Analyst provides technical support for the organization's software, hardware, and computing infrastructure. This role ensures devices are properly configured, maintained, and secured while supporting inventory, asset management, software licensing, and technical issue resolution. The position contributes to reliable technology operations by providing responsive support to employees, identifying recurring technical issues, and helping implement improvements to internal IT processes.

Responsibilities

• Provide on-site and remote technical support for software and hardware issues.
• Manage and resolve support tickets through Jira Service Management.
• Identify recurring technical issues and escalate complex problems to engineering teams.
• Configure and maintain Windows, Linux, and Apple computers, including software updates, device management, and security controls.
• Maintain endpoint hardware inventory and asset management records.
• Administer software licenses for end-user applications.
• Develop and maintain internal knowledge articles, technical documentation, and standard operating procedures.
• Assist with IT operational improvements and technology implementation projects as needed.
• Participate in a weekly on-call rotation.

Requirements

• Minimum of 3 years of experience in a service desk or technical support role.
• Strong knowledge of PC and Apple hardware.
• Experience managing ticket queues using a service management or ticketing platform.
• Strong attention to detail and organizational skills.
• Excellent customer service and communication skills.
• Ability to participate in an on-call rotation.
• Willingness and ability to travel when necessary.
• Eligibility to obtain and maintain an active U.S. Secret security clearance.

Preferred Qualifications

• Experience supporting Linux environments.
• Experience with AWS Virtual Workspaces.
• Experience with Mobile Device Management (MDM) platforms.

Pay Range

Estimated U.S. salary range of $77,000 to $102,000 USD per year. Actual compensation may vary based on experience, education, skills, qualifications, and business needs. Competitive equity grants are typically included in full-time offers.

Benefits & Perks

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Paid maternity leave
• Paid paternity leave
• Disability insurance