Service Desk Analyst (REMOTE)

Service Desk Analyst

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Desk Analyst with a Secret Security clearance to support KITS and our government customer. The position is remote.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Service Desk Tier 2/3 Analyst to join a team supporting Identity, Credential, and Access Management (ICAM) solutions for our customer. The ideal candidate is a technically proficient and customer-focused professional with strong experience providing advanced technical support for enterprise ICAM services, managing service knowledge bases, and coordinating across multi-tiered support organizations in a federal government environment. This individual will play a critical role in delivering high-quality, SLA-driven support for ICAM services operating on NIPRNet, ensuring rapid and effective resolution of identity and access management issues for users and application owners across the enterprise.

The ICAM Service Desk Tier 2/3 Analyst will provide advanced technical support for ICAM services, serving as a primary escalation point for complex identity and access management incidents, service requests, and problems that require in-depth technical expertise beyond Tier 1 resolution. This individual will work in close coordination with networking and cyber teams, the Service Desk, ICAM platform engineers, and Tier 4 technology vendors such as Okta and SailPoint to ensure timely and effective resolution of ICAM-related issues. The Tier 2/3 Analyst will also play an active role in knowledge management, service catalog maintenance, and SLA performance tracking to support continuous improvement of ICAM support operations.

Principal responsibilities will include but are not limited to:

• Provide Tier 2 and Tier 3 advanced technical support to users, application owners, and administrators experiencing issues with ICAM services, including authentication failures, SSO errors, provisioning and deprovisioning issues, access control problems, MFA challenges, and identity lifecycle management anomalies.
• Investigate, diagnose, and resolve complex ICAM incidents and service requests escalated from Tier 1 support, leveraging deep technical knowledge of Okta, SailPoint, and related identity infrastructure components.
• Coordinate with networking and cyber teams to troubleshoot and resolve ICAM issues that involve network connectivity, DNS, firewall policies, PKI/certificate management, and Active Directory integrations.
• Coordinate Tier 4 support activities with ICAM solution technology vendors, including Okta and SailPoint, managing vendor escalations, tracking resolution progress, and ensuring timely closure of vendor-supported issues.
• Integrate with the client Service Desk for Tier 1 coordination, ensuring that appropriate contractor personnel are assigned to the correct resolver groups with the necessary access and permissions to perform support functions.
• Establish, document, and adhere to Service Level Agreements (SLAs) for incident response and resolution, including defined metrics for Mean Time to Acknowledge (MTTA) and Mean Time to Repair (MTTR) aligned with government objectives.
• Monitor, track, and report on SLA performance metrics, ensuring that Tier 2/3 support activities consistently meet or exceed established SLA targets and proactively identifying trends or systemic issues that may impact SLA compliance.
• Actively manage, maintain, and expand the ICAM support knowledge base, creating, reviewing, and updating knowledge articles, troubleshooting guides, FAQs, and self-service resources to enable efficient issue resolution for users and application owners.
• Maintain and update the ICAM service and capability catalog to accurately reflect all available ICAM services, both current and planned, including service descriptions, service level agreements, request procedures, and points of contact.
• Develop and maintain standard operating procedures (SOPs), runbooks, and escalation procedures for common and complex ICAM support scenarios to ensure consistent, high-quality support delivery.
• Perform root cause analysis on recurring or high-impact ICAM incidents, documenting findings and working with ICAM engineering teams to implement permanent fixes and preventive measures.
• Monitor ICAM platform health and system alerts, proactively identifying and addressing potential issues within Okta, SailPoint, and related identity infrastructure before they impact end users.
• Support the onboarding of new applications and identity sources to ICAM platforms, assisting application owners with integration questions, troubleshooting onboarding issues, and coordinating with integration engineering teams as needed.
• Participate in change management processes, assessing the potential support impact of proposed changes to ICAM systems and contributing to change review and approval activities.
• Generate and distribute regular support performance reports and dashboards to program leadership and government stakeholders, providing visibility into incident volumes, SLA performance, trending issues, and knowledge base utilization.
• Support incident response activities related to ICAM systems, contributing to the investigation, containment, and remediation of identity-related security events.
• Provide technical guidance and training to Tier 1 support personnel, expanding their knowledge of ICAM services and enabling more effective first-contact resolution.

Education and Experience: Required:

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree.
• 4+ years of experience providing technical support or system administration in an enterprise IT environment, with at least 2 years of experience supporting identity and access management systems or services.
• Demonstrated experience providing Tier 2 or Tier 3 technical support in a large-scale, multi-tiered IT support organization.
• Experience working in a federal government or Department of Defense (DoD) IT environment.

Clearance Requirement:

• Active Secret Clearance required

Required Skills and Competencies:

• Exceptional communication skills in English – both written and oral – with the ability to communicate complex technical issues clearly and professionally to end users, application owners, technical peers, and government stakeholders at all levels.
• Hands-on experience supporting and troubleshooting Okta platform issues, including SSO failures, MFA enrollment and authentication problems, Lifecycle Management errors, application integration issues, and Okta Workflow failures.
• Hands-on experience supporting and troubleshooting SailPoint platform issues, including provisioning and deprovisioning failures, access certification problems, connector errors, and identity lifecycle management anomalies.
• Strong understanding of identity federation protocols and standards, including SAML 2.0, OAuth 2.0, OpenID Connect (OIDC), and LDAP, and the ability to diagnose and resolve protocol-level integration issues.
• Experience working within a tiered IT support model, including coordination with Tier 1 service desk teams, Tier 3/4 engineering teams, and external technology vendors.
• Demonstrated experience developing and maintaining knowledge base articles, troubleshooting guides, SOPs, and runbooks in support of IT service management operations.
• Experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent tools for incident management, service request fulfillment, and knowledge management.
• Familiarity with SLA management concepts and experience tracking and reporting on MTTA, MTTR, and other service performance metrics.
• Experience maintaining service catalogs, including documenting service descriptions, request procedures, and SLA commitments for IT services.
• Strong analytical and problem-solving skills, with the ability to perform root cause analysis on complex, multi-system ICAM issues.
• Knowledge of Active Directory (AD), Azure Active Directory (AAD/Entra ID), and LDAP directory services and their role in enterprise ICAM environments.
• Familiarity with PKI, digital certificates, and smart card/PIV/CAC authentication and their integration with ICAM platforms in a federal environment.
• Ability to monitor system health dashboards, review logs, and analyze audit trails within Okta, SailPoint, and related identity infrastructure.
• Strong customer service orientation with the ability to manage user expectations, communicate issue status clearly, and deliver a positive support experience under pressure.
• Active Secret Clearance.

Desired Skills and Competencies:

• Experience providing ICAM support in a Department of the Air Force (DAF), Department of Defense (DoD), or other federal agency environment.
• Experience supporting NIPRNet operations and familiarity with DoD network security requirements and constraints.
• Okta Certified Administrator or Okta Certified Professional certification.
• SailPoint Certified Administrator or equivalent SailPoint certification.
• ITIL Foundation certification or equivalent IT service management certification, with familiarity with ITIL incident, problem, and knowledge management processes.