Service Desk Analyst

GXM CONSULTING

. Serve as a primary point of contact for customer incidents, technical questions, and service requests .

Posted 11/7/2026full-timeRemote • United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and technical support, with a strong focus on incident management, troubleshooting, and access management using Keycloak. Proficient in utilizing Atlassian Jira and Confluence for project management and documentation in a remote environment.

Highest-signal resume keywords

Customer ServiceIncident ManagementKeycloak Access ManagementAtlassian Jira and ConfluenceCompTIA Security+ CE

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident TriageTroubleshootingAccess ManagementService Desk SupportDocumentationIdentity ManagementSingle Sign-On (SSO)Multifactor Authentication (MFA)Role-Based Access ControlGitLab Administration

Soft Skills

CommunicationProblem-SolvingPrioritizationIndependenceCollaboration

Tools & Technologies

KeycloakAtlassian JiraAtlassian ConfluenceServiceNowGitLabMattermost

Certifications & Qualifications

CompTIA Security+ CEActive Secret Security Clearance

Industry Keywords

Help Desk SupportService DeskIT SupportDoD IT SupportFederal IT Support

Tech Stack

Tools & technologies

CloudCyber SecurityServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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