Service Desk Technician with Security Clearance

About the Role 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. 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
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

What You Bring Required 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 Preferred ITIL Foundation or other relevant ITIL certification
Why Cadence Coalition 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.