Help Desk Analyst

iVision Consulting is seeking a helpdesk professional to support a federal government agency client and its identity, credentialing, and access management services. This role provides Tier 1 and Tier 2 support to end users, credentialing staff, and agency stakeholders across the credential lifecycle. Responsibilities include troubleshooting system and credential issues, coordinating service requests, and supporting PIV smart cards, digital certificates, and related authentication technologies.

This position is remote - however, preference will be given to candidates local to the Washington DC area

This position requires US citizenship and the ability to obtain a Public Trust clearance.

What You Will Do :

• Provide helpdesk support for HSPD-12 systems, credentialing workflows, and associated services.
• Assist users and credentialing staff with enrollment, issuance, activation, renewal, replacement, and credential status inquiries.
• Troubleshoot smart card, reader, middleware, workstation, and authentication issues, including PIN resets and unlocks.
• Support PKI-related inquiries and troubleshoot digital certificate enrollment, renewal, validation, and trust-chain issues using established procedures.
• Manage tickets, incidents, and service requests; document troubleshooting and coordinate escalations through resolution.
• Coordinate with agency contacts, credentialing offices, application support teams, and PKI administrators.
• Support major incident communications, including status updates and client-facing summaries.
• Follow established procedures for lost or stolen credentials, suspected compromise, and other security concerns.
• Maintain knowledge articles, troubleshooting guides, and standard operating procedures.
• Identify recurring issues and recommend service improvements.
• Support operational reporting and audits through accurate, complete records.

Required Qualifications:

• At least two years of experience in IT helpdesk or technical customer support.
• Experience troubleshooting user access, workstation, application, or authentication issues.
• Experience with ticketing and IT service-management platforms.
• Strong troubleshooting, documentation, communication, and customer-service skills.
• Ability to learn HSPD-12 credentialing processes and support smart card and PKI technologies.
• Ability to follow security procedures and safeguard sensitive information.
• Ability to work independently and coordinate effectively with technical escalation teams.
• Ability to obtain and maintain a Public Trust suitability determination, subject to applicable requirements.

Preferred Qualifications:

• Experience supporting HSPD-12, PIV/CAC credentials, or government identity and access management services.
• Familiarity with credential lifecycle management, smart cards, digital certificates, and certificate-based authentication.
• Experience supporting enrollment or issuance stations and associated peripherals.
• Experience with ServiceNow or a comparable ITSM platform.
• Familiarity with formal incident, change-control, and security procedures.
• ITIL Foundation, CompTIA Security+, or comparable certification.
• Existing Public Trust suitability determination.

Performance Expectations

• Meet established service-level targets for response, resolution, and escalation.
• Provide professional, responsive support to users and agency stakeholders.
• Resolve routine issues and coordinate timely escalation of specialized problems.
• Maintain complete, accurate, and auditable ticket records.
• Protect sensitive information and promptly report security concerns.

Salary:

$61,000 - $71,000 annual salary