Remote IAM Help Desk Analyst: Escalations

GovCIO; Baton Rouge (LA); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is seeking an IAM Help Desk Analyst to support escalated tickets and maintain knowledge artifacts for the enterprise ICAM program supporting the VA. This fully remote role collaborates with Tier 3 SMEs and coordinates with O&M during outages and degradations.

Responsibilities include documentation, reporting, and training material development. A bachelor's degree and 2–5 years of related experience are required; ability to obtain a Suitability/Public Trust clearance is essential.

Qualifications

• Bachelor's degree in a business or technical discipline with 2-5 years of relevant experience.
• Strong written and verbal communication, analytical thinking and documentation skills.
• Ability to work independently in a team environment.

Responsibilities

• Identifies, diagnoses, and resolves help desk tickets escalated from Tier 2.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes.
• Liaises with O&M teams and IAM partners during outages.
• Develops help desk process documentation.
• Generates and maintains knowledge artifacts and reports.
• Maintains SharePoint, JIRA, GitHub, and ServiceNow documentation.
• Supports end-user and help desk training content.

Skills

Communication

Analytical thinking

Writing skills

Independent worker

Team player

Education

Bachelor's degree in business or technical discipline

Tools

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Job description

GovCIO is seeking an IAM Help Desk Analyst to support escalated tickets and maintain knowledge artifacts for the enterprise ICAM program supporting the VA. This fully remote role collaborates with Tier 3 SMEs and coordinates with O&M during outages and degradations.

Responsibilities include documentation, reporting, and training material development. A bachelor's degree and 2–5 years of related experience are required; ability to obtain a Suitability/Public Trust clearance is essential.