Service Desk Analyst

📋 Description

• Serve as the primary point of contact for customer incidents, technical questions, access requests
• Perform initial incident triage, gather relevant technical information, troubleshoot problems, and
• Manage user onboarding, account provisioning, authentication, and access administration through
• Troubleshoot login, account, identity, and permission issues, escalating complex technical problems
• Create and administer Jira projects and Confluence spaces across Cloud and Data Center
• Support GitLab groups and projects by managing memberships, permissions, and access-related

🎯 Requirements

• U.S. citizenship and an active Secret security clearance or eligibility to obtain one, subject to
• High school diploma or GED is required. An associate or bachelor's degree in Information
• Approximately 1–3 years of experience in help desk support, service desk operations, IT support, or
• Strong customer service, communication, troubleshooting, analytical, and problem-solving skills
• Ability to gather technical details, prioritize requests, manage multiple open tickets, maintain
• Familiarity with identity and access management platforms, particularly Keycloak, including

🎁 Benefits

• Salary: $70,000–$80,000 per year.
• Annual bonus: Eligibility for an annual performance-based bonus.
• Healthcare: Medical, dental, and vision insurance.
• Insurance protection: Short-term disability, long-term disability, and life insurance coverage.
• Retirement: 401(k) plan.
• Paid time off: PTO to support work-life balance.