Remote Service Desk Analyst with Secret Clearance

GXM Technologies LLC; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Annual bonus eligibility

Medical/dental/vision

STD/LTD/Life insurance

401(k)

PTO

Job summary

GXM Technologies LLC in the United States is seeking a Service Desk Analyst to provide technical support for PAAS customers, manage incidents, and handle access provisioning.

This fully remote role requires an active Secret clearance or eligibility; candidates should demonstrate strong customer service, troubleshooting, and experience with Jira/Confluence/GitLab/Keycloak. Rotational on-call may be required.

Qualifications

• High school diploma or GED required.
• Active Secret clearance or eligibility to obtain one.
• Ability to work remotely and support core business hours.
• Ability to gather technical information, prioritize requests, document work accurately, and manage multiple tickets.
• Follow established security policies and least privilege.
• DoD or federal IT support experience preferred.

Responsibilities

• Serve as primary point of contact for incidents and service requests.
• Perform initial incident triage, gather information, troubleshoot, and resolve Tier 1/2 requests when possible.
• Support onboarding, account provisioning, authentication, and access management using Keycloak and procedures.
• Troubleshoot login, account, and permission issues; escalate complex problems as needed.
• Create and manage Jira projects and Confluence spaces across Cloud/Data Center; manage access.
• Assist with GitLab group and project access, and basic Mattermost administration.
• Document incidents, troubleshooting steps, and resolutions in the ticketing system.
• Follow up with customers, communicate status, and escalate unresolved issues to technical teams.
• Follow security policies and approval workflows; apply least privilege.
• Contribute to knowledge-base articles and SOPs for continuous improvement.

Skills

Customer service

Troubleshooting

Communication

Documentation

Remote work

Incident triage

Account management

Time management

Education

Associate or Bachelor’s degree in Information Technology / Computer Science / Cybersecurity

Tools

Keycloak

Jira

Confluence

GitLab

Mattermost

ServiceNow

Job description

GXM Technologies LLC in the United States is seeking a Service Desk Analyst to provide technical support for PAAS customers, manage incidents, and handle access provisioning.

This fully remote role requires an active Secret clearance or eligibility; candidates should demonstrate strong customer service, troubleshooting, and experience with Jira/Confluence/GitLab/Keycloak. Rotational on-call may be required.