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1809 - Service Desk Analyst

US Citizenship


  • Proactively monitors the health of the system and stability of IdAM services
  • Coordinates and engages Enterprise Services wherever required
  • Provides support to the enterprise Tier 1 Help Desk
  • Provides excellent customer service and timely resolution to user reported incidents
  • Documents and tracks customer incidents and requests via ticketing management system
  • Escalates tickets to appropriate teams when applicable
  • Provides troubleshooting assistance to Tier 3, when needed
  • Provides support to the System team during the operational baseline
  • Provides support to planned enterprise outage activities, when needed
  • 24/7 On-call support for critical Operations in the field when needed


  • Proven problem-solving skills emphasis on first time resolution.
  • Excellent customer service skills
  • Strong communication skills, both verbal and written
  • Proven ability to quickly learn new software and IT concepts
  • Detail-oriented
  • Systems administration of Linux OS, COTS / FOSS software, and/or web services
  • Demonstrates initiative, independent problem-solving skills, and a customer service-orientated personality
  • Bachelor’s of Science, Technology, Engineering and Mathematics (STEM) degree or equivalent work experience


  • Knowledgeable in problem management, incident management, service transition processes including escalation based on incident urgency, impact, and associated priority
  • Experience using ServiceNow
  • Understanding of enterprise IAM services, Identity Governance / Provisioning, Active Directory, LDAP, and PKI
  • Experience supporting software deployments
  • COMP TIA Security+  (have or able to obtain), ISC2 CISSP, or other cybersecurity certification


  • US Citizenship required