Service Desk Analyst - Access Services

Overview

GovCIO is currently hiring for a Service Desk Analyst that will provide Tier 1 support for access services including national active directory, multi-factor authentication, and remote access. The candidate will be responsible for providing support and assistance related to access requests, user authentication, and access control to various IT systems, applications, and resources within the organization. This role involves responding to user queries, troubleshooting access issues, and ensuring the security of the organization’s digital environment. Service Desk Analysts work closely with IT teams to provide timely resolution to access-related challenges. Escalation of the issue to the Tier 2 team may be required. Lastly, the candidate will be required to follow up with the customer to verify resolution.

This position is located in the United States and will be a full remote position.

Responsibilities

• Provide Tier 1 support for access services
• Utilize ITSM tool to create or track issues/requests
• Provide timely updates to tickets
• Maintain a positive attitude at all times

Qualifications

Bachelor's with 2-5 years (or commensurate experience)

Required Skills and Experience

• Minimum 2 years of IT work experience
• Strong understanding of troubleshooting IT issues
• Flexibility and adaptability to handle different product service calls
• Good verbal and written communication skills

Clearance Required: Must be able to acquire and maintain an AOUSC Public Trust

Preferred Skills and Experience

• Networking/Security background
• Experience with ServiceNow
• Experience with Personal Identity Verification Interoperability (PIV-I) infrastructure
• Knowledge of the following products:
  • Cisco AnyConnect
  • Zscaler
  • Microsoft Active Directory
  • Duo
• Understanding of ITIL best practices

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range