Service Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customer incidents, technical inquiries, and service requests.

• Conduct initial incident triage, collect necessary information, troubleshoot issues, and resolve Tier 1/2 requests when feasible.

• Facilitate user onboarding, account provisioning, authentication, and access management using Keycloak and established protocols.

• Address common login, account, and permission issues, escalating complex identity or configuration problems as necessary.

• Create and oversee Atlassian Jira projects and Confluence spaces in both Cloud and Data Center environments, managing user access, group memberships, roles, and permissions.

• Provide assistance with GitLab group and project access, membership, and permission troubleshooting, along with basic Mattermost administration.

• Document incidents, service requests, troubleshooting steps, and resolutions accurately in the designated ticketing system.

• Follow up with customers, communicate ticket status, and escalate unresolved issues to the relevant technical teams.

• Adhere to established security policies, access-control procedures, and approval workflows, including the principle of least privilege.

• Contribute to the development of knowledge-base articles, standard operating procedures, and the ongoing enhancement of service desk processes.

• Collaborate with customers, platform administrators, and engineering teams to resolve issues and ensure effective service delivery.

⛳️ Requirements

• Must be a U.S. citizen.

• High school diploma or GED is required.

• Must possess an active Secret security clearance or be eligible to obtain one, based on program requirements.

• Candidates will be fingerprinted and processed on their first day through in-person onboarding.

• Strong skills in customer service, communication, troubleshooting, and problem-solving are essential.

• Ability to gather technical information, prioritize requests, document work accurately, and manage multiple open tickets is required.

• Must be able to follow established procedures, safeguard sensitive information, and work effectively with distributed technical teams.

• Ability to work independently in a fully remote environment while supporting established core business hours.

• Rotational or on-call support may be necessary.

• Preferred experience includes approximately 1–3 years in help desk, service desk, IT support, or related technical fields.

• An Associate or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related discipline is preferred; equivalent experience and industry certifications will also be taken into account.

• Familiarity with Keycloak or other identity and access management platforms, including authentication, single sign-on (SSO), multifactor authentication (MFA), and role-based access controls is beneficial.

• Experience with Atlassian Jira and Confluence, including project or space creation and permission management in Cloud and/or Data Center environments is desired.

• Familiarity with utilizing ServiceNow is a plus.

• Knowledge of GitLab groups, projects, membership, and access controls, along with basic Mattermost administration is advantageous.

• Experience supporting software development platforms, DevSecOps environments, or enterprise applications is preferred.

• Prior experience in DoD or federal IT support is a plus.

• CompTIA Security+ CE or an equivalent certification aligned with applicable DoD 8140 qualification requirements, including relevant IAT Level II requirements where applicable is required.

• Prior military experience is a plus.

🏝️ Benefits

• Eligibility for annual bonuses.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Short-term disability (STD) benefits.

• Long-term disability (LTD) benefits.

• Life insurance options.

• 401(k) retirement plan.

• Paid time off (PTO) policy.

• Fully remote work arrangement available.

• Rotational or on-call support may be necessary based on operational needs.