Service Desk Analyst

🔥 2 hours ago

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Koniag Government Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

🎖️ Defense

💼 Consulting

Government • Defense • Consulting

Koniag Government Services is an Alaska Native Corporation (ANC) that provides technical, professional, and operational expertise to the U. S. public sector. KGS supports Defense & Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management, and emphasizes mission-focused outcomes, contracting speed (ANC direct awards), and strategic/technology partnerships. The company positions itself as a mission partner delivering people, technology, and program management to government customers.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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