Service Desk Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Analyst based in the United States.

We are seeking a customer-focused Service Desk Analyst to provide technical support for a Department of Defense (DoD) enterprise platform supporting modern software development and DevSecOps initiatives. In this fully remote role, you will serve as a primary point of contact for users, helping them navigate technical issues, manage accounts, and access essential platform services. You will troubleshoot incidents, administer permissions, and support collaboration and software development tools across enterprise environments. Working closely with customers, platform administrators, and engineering teams, you will help ensure reliable service delivery and a seamless user experience. This opportunity is ideal for a detail-oriented IT professional who enjoys problem-solving, continuous learning, and working in a security-focused environment. U.S. citizenship and the ability to obtain a Secret security clearance are required.

Accountabilities

• Serve as the primary point of contact for customer incidents, technical questions, access requests, and service-related inquiries.
• Perform initial incident triage, gather relevant technical information, troubleshoot problems, and resolve Tier 1 and Tier 2 issues whenever possible.
• Manage user onboarding, account provisioning, authentication, and access administration through Keycloak and established workflows.
• Troubleshoot login, account, identity, and permission issues, escalating complex technical problems to the appropriate teams.
• Create and administer Jira projects and Confluence spaces across Cloud and Data Center environments, including user access, group membership, roles, and permissions.
• Support GitLab groups and projects by managing memberships, permissions, and access-related troubleshooting, as well as performing basic Mattermost administration.
• Maintain accurate records of incidents, service requests, troubleshooting steps, and resolutions in the designated ticketing system.
• Communicate ticket status, follow up with customers, and coordinate with technical teams to ensure timely resolution of outstanding issues.
• Apply security policies, access-control procedures, approval workflows, and least-privilege principles when handling accounts and sensitive information.
• Contribute to knowledge-base articles, standard operating procedures, and continuous improvement initiatives that enhance service desk efficiency.
• Collaborate with distributed teams to maintain effective service delivery during established business hours, with rotational or on-call support as required.

Requirements

• U.S. citizenship and an active Secret security clearance or eligibility to obtain one, subject to program requirements. Candidates must complete fingerprinting and in-person onboarding on their first day.
• High school diploma or GED is required. An associate or bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field is preferred; equivalent experience, technical training, and relevant certifications may also be considered.
• Approximately 1–3 years of experience in help desk support, service desk operations, IT support, or a related technical role is preferred. Candidates with relevant training, certifications, or demonstrated technical aptitude are encouraged to apply.
• Strong customer service, communication, troubleshooting, analytical, and problem-solving skills, with the ability to explain technical information clearly to users.
• Ability to gather technical details, prioritize requests, manage multiple open tickets, maintain accurate documentation, and follow issues through to resolution.
• Familiarity