Service Desk Analyst

Location: Fully Remote

Clearance: Must hold or be eligible to obtain a Secret clearance

Program Overview

Our USAF client is a DoD-wide enterprise service capability designed to advance the DoD DevSecOps initiative by leveraging modern software development, security, and operational best practices across multiple classification levels. The main customer-facing team provides technical support and guidance throughout the customer lifecycle, enabling users to access and effectively utilize the PAAS offerings and capabilities.

Position Overview

The Service Desk Analyst serves as a primary point of contact for the PAAS customers, providing technical support, incident triage, account management, and access administration. This role focuses on resolving common issues at first contact, fulfilling access requests, and supporting the collaboration and software development platforms used throughout the ecosystem.

The ideal candidate is customer-focused, detail-oriented, and comfortable troubleshooting technical issues in a remote environment. The analyst will work closely with customers and technical teams to resolve issues, maintain accurate documentation, and ensure timely, effective support.

Key Responsibilities

• 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.