Service Desk Analyst

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

📋 Description

• Deliver advanced Tier 2 and Tier 3 technical support to users, application owners, and administrators facing challenges with ICAM services.

• Analyze, diagnose, and resolve intricate ICAM incidents and service requests escalated from Tier 1 support.

• Collaborate with networking and cybersecurity teams to troubleshoot and resolve ICAM-related issues.

• Coordinate Tier 4 support efforts with ICAM solution technology vendors.

• Integrate with the client Service Desk for coordination of Tier 1 support.

• Establish, document, and comply with Service Level Agreements (SLAs) for incident response and resolution times.

• Monitor, track, and report on SLA performance metrics.

• Proactively manage, maintain, and enhance the ICAM support knowledge base.

• Update and maintain the ICAM service and capability catalog.

• Develop and uphold standard operating procedures (SOPs), runbooks, and escalation protocols.

• Conduct root cause analysis on recurring or high-impact ICAM incidents.

• Monitor the health of the ICAM platform and system alerts.

• Aid in the onboarding of new applications and identity sources to ICAM platforms.

• Engage in change management processes.

• Generate and share regular support performance reports and dashboards.

• Assist in incident response activities related to ICAM systems.

• Provide technical guidance and training to Tier 1 support staff.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related discipline.

• Over 4 years of experience in providing technical support or system administration within an enterprise IT environment.

• A minimum of 2 years of experience supporting identity and access management systems or services.

• Proven experience providing Tier 2 or Tier 3 technical support.

• Experience in a federal government or Department of Defense (DoD) IT environment.

• Excellent communication skills in English.

• Practical experience in supporting and troubleshooting Okta platform issues.

• Practical experience in supporting and troubleshooting SailPoint platform issues.

• Strong comprehension of identity federation protocols and standards.

• Experience functioning within a tiered IT support framework.

• Demonstrated experience in developing and maintaining knowledge base articles, troubleshooting guides, SOPs, and runbooks.

• Familiarity with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or similar tools.

• Understanding of SLA management concepts.

• Experience in maintaining service catalogs.

• Strong analytical and problem-solving abilities.

• Knowledge of Active Directory (AD), Azure Active Directory (AAD/Entra ID), and LDAP directory services.

• Familiarity with PKI, digital certificates, and smart card/PIV/CAC authentication.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401K with company matching.

• Flexible spending accounts.

• Paid holidays.

• Three weeks of paid time off.

• Additional benefits.