Service Desk Analyst

🕒 Julho 27

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🧐 Analista

👻 Score fantasma 11%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Koniag Government Services

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1975

🏛️ Governo

🎖️ Defesa

💼 Consultoria

Government • Defense • Consulting

A Koniag Government Services é uma Corporação Nativa do Alaska (ANC) que fornece expertise técnica, profissional e operacional para o setor público dos EUA. A KGS apoia os clientes de Defesa & Inteligência, Civil Federal e Saúde com soluções corporativas, serviços profissionais e gestão de operações, enfatizando resultados focados na missão, velocidade na contratação (prêmios diretos ANC) e parcerias estratégicas/tecnológicas. A empresa se posiciona como um parceiro de missão entregando pessoas, tecnologia e gestão de programas para clientes governamentais.

Descrição

• Provide Tier 2 and Tier 3 advanced technical support to users, application owners, and administrators experiencing issues with ICAM services • Investigate, diagnose, and resolve complex ICAM incidents and service requests escalated from Tier 1 support • Coordinate with networking and cyber teams to troubleshoot and resolve ICAM issues • Coordinate Tier 4 support activities with ICAM solution technology vendors • Integrate with the client Service Desk for Tier 1 coordination • Establish, document, and adhere to Service Level Agreements (SLAs) for incident response and resolution • Monitor, track, and report on SLA performance metrics • Actively manage, maintain, and expand the ICAM support knowledge base • Maintain and update the ICAM service and capability catalog • Develop and maintain standard operating procedures (SOPs), runbooks, and escalation procedures • Perform root cause analysis on recurring or high-impact ICAM incidents • Monitor ICAM platform health and system alerts • Support the onboarding of new applications and identity sources to ICAM platforms • Participate in change management processes • Generate and distribute regular support performance reports and dashboards • Support incident response activities related to ICAM systems • Provide technical guidance and training to Tier 1 support personnel

🎯 Requisitos

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field • 4+ years of experience providing technical support or system administration in an enterprise IT environment • at least 2 years of experience supporting identity and access management systems or services • demonstrated experience providing Tier 2 or Tier 3 technical support • experience working in a federal government or Department of Defense (DoD) IT environment • exceptional communication skills in English • hands-on experience supporting and troubleshooting Okta platform issues • hands-on experience supporting and troubleshooting SailPoint platform issues • strong understanding of identity federation protocols and standards • experience working within a tiered IT support model • demonstrated experience developing and maintaining knowledge base articles, troubleshooting guides, SOPs, and runbooks • experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent tools • familiarity with SLA management concepts • experience maintaining service catalogs • strong analytical and problem-solving skills • 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

🏖️ Benefícios

• health, dental and vision insurance • 401K with company matching • flexible spending accounts • paid holidays • three weeks paid time off • more