Service Desk Analyst

Kforce has a client in Jacksonville, FL that is seeking a Service Desk Analyst for the rollout of next-generation authentication technologies, replacing traditional text message and voice verification methods. In this role, you will deliver multi-channel customer support, guide users through setup and activation procedures, troubleshoot access and authentication challenges, and respond to inquiries related to identity verification solutions such as Okta Verify and Incode. Duties:

• Guide employees through the setup and activation of authentication tools, including account verification applications and credential management solutions
• Assist users with digital identity validation and onboarding activities using enterprise identity verification platforms
• Address and resolve support requests submitted through various communication channels, including telephone, email, ticketing systems, chat, and voicemail
• Educate users on secure authentication practices, identity verification requirements, and access management procedures during technology adoption initiatives
• Maintain thorough documentation of customer interactions, adhere to established security protocols, and coordinate escalation efforts when advanced support is required
• To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
• Relevant education and/or training will be considered a plus