Service Management Analyst – IT Desktop Support Specialist

About the role

The Service Management Analyst will provide Tier II desktop support for classified and unclassified environments in Saudi Arabia. This role combines hands‑on endpoint troubleshooting with configuration‑management and change‑control responsibilities.

Key responsibilities

• Deliver onsite Tier II support for workstations, laptops, printers, scanners, docking stations and smart‑card readers.
• Install, image, configure, patch, remediate vulnerabilities and relocate Microsoft Windows endpoints using SCCM/MECM, MDT, Intune or other approved tools.
• Administer the AESMP system, manage user access, data accuracy and system updates.
• Coordinate Configuration Management Board activities, prepare change requests and track approvals.
• Provide advanced Service Desk support, handling escalated tickets and collaborating with Systems, Network and Cybersecurity teams.
• Maintain accurate hardware/software inventory, warranty records and coordinate vendor repairs.
• Implement security settings, STIG changes and endpoint compliance actions.

Required profile

• Proven experience in Tier II desktop support within a secure (classified/unclassified) environment.
• Familiarity with government‑approved deployment and patching tools.
• Ability to work onsite and coordinate with multiple technical teams.
• Strong documentation and change‑management skills.

Required skills

• Microsoft Windows operating systems
• SCCM/MECM, MDT, Microsoft Intune
• Imaging and re‑imaging techniques
• Patch management and hot‑fix deployment
• Microsoft Office suite (Word, Excel, Outlook, Teams)
• Adobe products
• CAC middleware and VPN clients
• Endpoint security tools
• Hardware troubleshooting (workstations, laptops, printers, scanners, docking stations, smart‑card readers)
• DNS, DHCP, VPN configuration
• STIG compliance and vulnerability remediation
• AESMP administration