Service Desk Analyst

About the role

Dfuse Technologies is seeking a Service Desk Analyst to provide centralized help‑desk and deskside support for the U.S. International Development Financial Corporation (DFC) program. The analyst will act as the single point of contact for DFC end users, handling IT incidents, service requests, access requests, and general inquiries.

Key responsibilities

• Deliver consistent, professional end‑user support across DFC headquarters in Washington, DC and New York City.
• Document all ServiceNow tickets accurately to ensure operational visibility, auditability, and continuous improvement.
• Prioritize rapid triage and escalation of high‑impact incidents affecting enterprise connectivity, identity/authentication, and critical business services.
• Support DFC’s Zero Trust environment by following least‑privilege access principles and validating all access requests.
• Coordinate with Infrastructure, Cloud Operations, Network Operations, Server Room Operations, and Engineering Services to restore services promptly.

Required profile

• U.S. citizenship.
• Ability to obtain a Tier 4 (High Risk Public Trust) background investigation.
• Willingness to work in Washington, DC, NYC, or approved remote locations.

Required skills

• Proficiency with ServiceNow ITSM platform.