Service Desk Analyst

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

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GXM CONSULTING

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏛️ Government

☁️ SaaS

Consulting • Government • SaaS

GXM Consulting is a team of creative professionals dedicated to solving problems for end users through rapid and innovative solutions. The company works closely with clients, iterating from concept to delivery to ensure user-focused designs. GXM Consulting holds various certifications such as CMMI Level 3 for Software Development and ISO 9001:2015, demonstrating its commitment to quality and industry best practices. They provide professional services and IT solutions to federal, state, and local governments, exemplifying expertise in areas like administration management, general management consulting, and software maintenance services.

📋 Description

• Serve as a primary point of contact for customer incidents, technical questions, and service requests • Perform initial incident triage, gather relevant information, troubleshoot issues, and resolve Tier 1/2 requests when possible • Support user onboarding, account provisioning, authentication, and access management using Keycloak and established procedures • Troubleshoot common login, account, and permission issues, escalating complex identity or configuration problems as needed • Create and manage Atlassian Jira projects and Confluence spaces across Cloud and Data Center environments, including user access, group membership, roles, and permissions • Assist with GitLab group and project access, membership, and permission troubleshooting, as well as basic Mattermost administration • Accurately document incidents, service requests, troubleshooting steps, and resolutions in the designated ticketing system • Follow up with customers, communicate ticket status, and escalate unresolved issues to the appropriate technical teams • Follow established security policies, access-control procedures, and approval workflows, including the principle of least privilege • Contribute to knowledge-base articles, standard operating procedures, and continuous improvement of service desk processes • Collaborate with customers, platform administrators, and engineering teams to resolve issues and maintain effective service delivery

🎯 Requirements

• U.S. citizenship • High school diploma or GED required • Must hold an active Secret security clearance or be eligible to obtain one, subject to program requirements • Candidates will be fingerprinted and processed on their first day via in-person onboarding • Strong customer service, communication, troubleshooting, and problem-solving skills • Ability to gather technical information, prioritize requests, document work accurately, and manage multiple open tickets • Ability to follow established procedures, protect sensitive information, and work effectively with distributed technical teams • Ability to work independently in a fully remote environment and support established core business hours • Rotational or on-call support may be required • Approximately 1–3 years of help desk, service desk, IT support, or related technical experience preferred • Associate or Bachelors degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred; equivalent experience and industry certifications will also be considered • Familiarity with Keycloak or other identity and access management platforms, including authentication, single sign-on (SSO), multifactor authentication (MFA), and role-based access controls • Experience with Atlassian Jira and Confluence, including project or space creation and permission management in Cloud and/or Data Center environments • Familiarity utilizing ServiceNow • Familiarity with GitLab groups, projects, membership, and access controls, as well as basic Mattermost administration • Experience supporting software development platforms, DevSecOps environments, or enterprise applications • DoD or federal IT support experience • CompTIA Security+ CE or an equivalent certification aligned with applicable DoD 8140 qualification requirements, including relevant IAT Level II requirements where applicable • Prior military experience

🏖️ Benefits

• Annual bonus eligibility • Medical insurance • Dental insurance • Vision insurance • Short-term disability (STD) • Long-term disability (LTD) • Life insurance • 401(k) • Paid time off (PTO) • Fully remote work arrangement • Rotational or on-call support may be required based on operational needs

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