Remote DoD Service Desk Analyst

Jobgether; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Salary: $70,000–$80,000 per year

Annual performance bonus

Healthcare: Medical, dental, vision

Disability and life insurance

401(k) plan

Paid time off

Remote work flexibility

Professional development opportunities

Mission-driven government work

Job summary

Jobgether is seeking a Service Desk Analyst in the United States to provide remote technical support for a DoD enterprise platform. You will be the primary contact for users, triaging incidents and managing access with Keycloak across Jira/Confluence, GitLab, and Mattermost. The role emphasizes security, accountability, and collaboration with distributed teams.

Requirements include U.S. citizenship and a Secret clearance or eligibility, 1–3 years in help desk, and strong communication skills.

Qualifications

• U.S. citizenship and active Secret clearance or eligibility required.
• 1–3 years in help desk or IT support roles preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to explain technical information clearly to users.

Responsibilities

• Serve as the primary contact for incidents, questions, access requests and service inquiries.
• Triage incidents, gather info, troubleshoot, and resolve Tier 1–2 issues when possible.
• Manage onboarding, provisioning, authentication, and access via Keycloak workflows.
• Troubleshoot login, identity, and permission issues; escalate as needed.
• Create/admin Jira projects and Confluence spaces; manage access and roles.
• Support GitLab groups/projects; basic Mattermost administration and access troubleshooting.
• Maintain incident records and resolutions in the ticketing system.
• Communicate status, follow up with users, coordinate with teams for timely fixes.
• Apply security policies and least-privilege access in account handling.
• Contribute to knowledge bases and SOPs; pursue continuous improvement.
• Work with distributed teams during business hours; on-call rotation as required.

Education

Associate or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity (preferred)

Tools

Keycloak

Jira

Confluence

GitLab

Mattermost

ServiceNow

Job description

Jobgether is seeking a Service Desk Analyst in the United States to provide remote technical support for a DoD enterprise platform. You will be the primary contact for users, triaging incidents and managing access with Keycloak across Jira/Confluence, GitLab, and Mattermost. The role emphasizes security, accountability, and collaboration with distributed teams.

Requirements include U.S. citizenship and a Secret clearance or eligibility, 1–3 years in help desk, and strong communication skills.