Service Desk Analyst

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.

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

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

• Familiarity with ServiceNow, GitLab access management, Mattermost administration, enterprise applications, or software development platforms is preferred.

• Knowledge of DevSecOps environments, federal or DoD IT support, and applicable security procedures is beneficial.

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

• Prior military experience is an advantage.

• Ability to work independently in a fully remote environment, collaborate effectively with distributed technical teams, protect sensitive information, and support established core business hours. Rotational or on-call coverage may be required.