Service Management Analyst – Tier II Endpoint Support

About the role

Trace Systems Inc. is looking for a Service Management Analyst to provide Tier II desktop support for the USMTM CITS contract in Al Nakhla, Saudi Arabia. The role involves hands‑on management of Windows endpoints, configuration‑management board activities and advanced service‑desk duties in both classified and unclassified environments.

Key responsibilities

• Deliver onsite Tier II support for workstations, laptops, printers, scanners, docking stations and smart‑card readers.
• Install, image, configure, patch, reimage and relocate Microsoft Windows endpoints using SCCM/MECM, MDT or Intune.
• Administer the AESMP system, handling user access, data integrity and system updates.
• Coordinate Configuration Management Board (CMB) processes: prepare change requests, track approvals and maintain documentation.
• Provide advanced service‑desk assistance, troubleshoot hardware, OS, networking (DNS, DHCP, VPN) and authentication issues.
• Support Microsoft Office suite, Teams, approved browsers, Adobe products, CAC middleware and endpoint security tools.

Required profile

• Minimum 48 months (4 years) of IT desktop support experience, preferably in a Tier II environment.
• Experience working with classified or government‑type contracts is a plus.
• Strong problem‑solving skills and ability to work independently on‑site.

Required skills

• Active Directory
• Microsoft Windows
• SCCM / MECM
• MDT
• Intune
• DNS, DHCP, VPN
• Endpoint Security tools
• GSEC, CND, GFACT (government‑approved security tools)