Help Desk Representative
Core
Provide Tier 1 and Tier 2 technical support for global authentication, IAM, and cloud access systems to bridge operational gaps for a DoD customer.
Role type
Help Desk Representative (IAM & Cloud Authentication Focus)
Builds
Scalable, federated data ecosystem with enhanced interoperability and mission-driven analytics
Domain
Defense / Government Services / Identity & Access Management
Deliverable
client delivery
Required skills
IAM troubleshooting, CAC authentication, SSO, MFA, ITSM platforms (ServiceNow, JIRA), incident resolution, remote desktop support, enterprise device provisioning, IT asset tracking
Preferred skills
Cloud-based and on-premises environment support, Microsoft Windows/macOS support
Technologies
ServiceNow, JIRA, CAC, SSO, MFA
Responsibilities
Manage global authentication support operations, develop and enforce SLAs for ticket resolution, coordinate help desk workflows, provide technical support for access control policies, submit Help Desk Performance & Support Metrics Reports
Seniority
Individual Contributor, Tier 1/2 Support
