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.

• 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.

Preferred Qualifications

• Active SECRET clearance.

• Approximately 1–3 years of help desk, service desk, IT support, or related technical experience. Candidates with relevant training, certifications, or demonstrated technical aptitude are encouraged to apply.

• Associate or Bachelors degree in Information Technology, Computer Science, Cybersecurity, or a related field; 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.

Work Environment

This is a fully remote position supporting GXM government customers during established core business hours. The analyst will collaborate with customers, platform administrators, and engineering teams to resolve issues and maintain effective service delivery. Rotational or on-call support may be required based on operational needs.

$70,000 - $80,000 salary + annual bonus eligibility + medical/dental/vision/STD/LTD/Life + 401(k) + PTO

Equal Employment Opportunity / Legal Disclaimer

GXM Technologies LLC is an Equal Opportunity Employer and participates in E-Verify to confirm employment eligibility. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected status. GXM Technologies LLC provides reasonable accommodations in accordance with applicable law. This job description is not intended to be a complete list of duties and responsibilities, which may change at any time with or without notice. Employment is at-will where permitted by law, meaning either the employee or the Company may terminate employment at any time, with or without cause or notice, subject to applicable legal requirements.