Service Desk Analyst

RESPONSIBILITIES

Kforce has a Jacksonville, FL client in need of 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

REQUIREMENTS:

• 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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