Help Desk Analyst

About Apexon

Apexon is a digital first technology services firm specializing in accelerating business transformation and delivering human centric digital experiences. We help customers outperform their competition through speed and innovation.

Apexon brings together expertise in AI, analytics, application development, cloud, commerce, customer experience, data, DevOps, IoT, mobile, quality engineering, and UX, with deep experience across BFSI, healthcare, and life sciences. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We enable #HumanFirstDIGITAL.

We are hiring for a Help Desk Analyst opportunity.

Role: Help Desk Analyst

Location: Remote

Position: 1

Work Arrangement: Remote

Role Overview

We are seeking a customer-focused Help Desk Analyst to support the GSA HSPD-12 Help Desk by resolving tickets, troubleshooting issues, and assisting users with Identity, Credential, and Access Management (ICAM) credentials and tools. The ideal candidate will provide timely, professional support, maintain accurate records, and collaborate with ICAM Program Management Office (PMO) stakeholders to address user requests and operational challenges.

Required Skills

• High School diploma or GED.
• No more than 3 years of experience in a help desk environment.
• Basic computer skills, including Microsoft Word, Excel, PowerPoint, Google Workspace applications, and databases.
• Ability to provide timely help desk support and resolve user requests.
• Strong customer service, verbal communication, and written communication skills.
• Analytical and problem-solving skills to address issues beyond standard procedures.
• Strong attention to detail when handling large volumes of data related to business and security functions.
• Flexibility to manage multiple tasks and adapt to changing client priorities.
• Ability to collaborate with team members and ICAM PMO stakeholders.

Preferred Skills

• Knowledge of GSA or other agency ICAM implementation approaches, processes, and technical infrastructure.
• Familiarity with GSA USAccess credentialing tools and procedures.
• Experience supporting an ICAM implementation help desk.
• Advanced computer skills, including complex spreadsheet formulas, Microsoft Project, and Microsoft Visio.
• Experience training users to adopt and use ICAM credentials and tools.

Key Responsibilities

• Provide help desk support for the GSA HSPD-12 program.
• Receive, track, troubleshoot, and resolve support tickets and user issues.
• Assist users with ICAM credentials, credentialing tools, and related processes.
• Provide professional and friendly customer service while addressing requests promptly.
• Maintain accurate records and handle sensitive operational data with attention to detail.
• Analyze complex issues and coordinate resolutions when standard procedures are insufficient.
• Train and guide users on the adoption and use of ICAM credentials and tools.
• Collaborate with team members and ICAM PMO stakeholders to resolve issues and meet support priorities.
• Adapt to changing client needs and support a broad range of operational tasks.
• Use Microsoft Office, Google applications, spreadsheets, and databases to support daily activities.

Education Requirement

High School diploma or GED.

Our Commitment to Diversity & Inclusion

Did you know that Apexon has been Certified™ by Great Place To Work®, the global authority on workplace culture, in each of the four regions in which it operates: USA for the seventh time in 2026, India for the tenth consecutive time in 2026, the UK for the fourth time in 2026, and Mexico for the second time in 2026.

Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to all qualified individuals without regard to gender, race, color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.

You can read about our Job Applicant Privacy policy here: Job Applicant Privacy Policy on apexon.com.

Our Commitment to Environment

Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.

Our Perks and Benefits

Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning experience, and provide care and support for you and your loved ones.

We also offer:

• Health Insurance with Dental & Vision
• 401K Plan
• Life Insurance, STD & LTD
• Paid Vacations & Holidays
• Continuous Skill Based Development and Career Advancement Opportunities

Job Location :

Richmond, Virginia, United States