About the role
Palisades is hiring for a contract Service Desk Analyst. You will be the critical first point of contact for end users across complex ICT environments, keeping mission-critical systems running at peak capability. This is a hands-on, high-accountability role where your technical expertise directly supports national security outcomes.
What you'll do
* Serve as first line of support, triaging and resolving incidents across integrated ICT systems and applications
* Install, configure, and maintain software in secure, regulated environments, ensuring operational reliability
* Manage incident workflows end-to-end — from diagnosis through escalation, recovery, and closure
* Contribute to audit activities, compliance reviews, and non-conformance identification
* Create and maintain support documentation and standards to lift team capability
* Communicate clearly with both technical specialists and non-technical stakeholders to enable informed decision-making
Required Skills and Knowledge
* Demonstrated experience in complex helpdesk, incident management, communications and application support within an integrated workforce
* Proficiency performing system software updates, installation and configuration in secure, reliable operational environments
* Strong understanding of cloud environments and systems integration, including how platforms and services interact across enterprise architectures
* Demonstrated ability to communicate complex concepts clearly, tailoring messages to both technical and non-technical audiences
Nice to have
* Experience with Atlassian products (Jira, Confluence) for workflow management, project delivery and collaboration
* Background in the Defence Intelligence community, including exposure to intelligence processes, governance frameworks and inter-agency collaboration