Service Desk Technician - Colorado Springs
Job Description
About the Role\n
Cadence Coalition is seeking a Secret-cleared Service Desk Technician to join our team onsite in Colorado Springs supporting N&NC customers. This is a dynamic, customer-facing role where you'll be the first point of contact for all IT support needs — managing incidents and service requests through ITIL-compliant Service Desk systems and keeping customers informed in real time on the status of their requests.
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If you thrive in a fast-paced environment, take pride in delivering high-quality service, and communicate clearly with a diverse user base, we'd like to hear from you.
What You'll Do\n
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- Implement, manage, and maintain ITIL-compliant Service Desk systems, including incident tracking systems and self-help tools
- Serve as the first point of contact for customer IT incidents and service requests via phone, email, chat, and self-service channels
- Record, track, and document every incident and service request with clear communication and accurate data collection
- Provide a customer-facing view so all N&NC customers — including subordinates, regions, and sectors — can 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 solutions and troubleshooting steps
- Proactively communicate incident status and resolution progress to customers and stakeholders
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What You Bring\n
Required
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- Bachelor's degree in Computer Science, Information Systems, or a related field with 2 years of experience, OR equivalent work experience, OR High School diploma with 6 years of experience
- Active SECRET clearance
- IAT Level II certification (CompTIA Security+)
- Proven experience in an IT service desk or technical support role
- Experience with incident tracking systems and service desk software
- Ability to troubleshoot basic networking, software, and hardware issues
- Strong understanding of computer systems, mobile devices, and other technology products
- Ability to multi-task and adapt quickly to change
- Excellent customer service skills and the ability to communicate effectively with a diverse user base
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Preferred
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- ITIL Foundation or other relevant ITIL certification
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Why Cadence Coalition\n
Cadence Coalition supports mission-critical defense customers with people who care about the work and the people they serve. You'll join a team that values ownership, responsiveness, and doing right by the customer.