Remote IAM Help Desk Analyst - Escalations & Knowledge Mgmt

GovCIO; Montpelier (VT); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

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 ticket resolution and knowledge management for the enterprise ICAM program. The role partners with Tier 3 SMEs and supports the VA Help Desk Lead, with fully remote work based in the United States.

The candidate will maintain help desk documentation, generate reports, and assist with training materials, while ensuring readiness for outages and degradation events across IAM services.

Qualifications

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

Responsibilities

• Resolve escalated help desk tickets from Tier 2 and document fixes with SMEs.
• Collaborate with Tier 3 SMEs to resolve issues and document solutions.
• Support O&M coordination with application development teams and IAM partners during outages.
• Develop and maintain help desk process documentation and knowledge artifacts.
• Prepare, generate, and submit weekly Help Desk Reports.
• Review end-user and help desk training content for the Enterprise Service Desk.

Skills

Bachelor's degree

Communication skills

Writing skills

Independent worker

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 ticket resolution and knowledge management for the enterprise ICAM program. The role partners with Tier 3 SMEs and supports the VA Help Desk Lead, with fully remote work based in the United States.

The candidate will maintain help desk documentation, generate reports, and assist with training materials, while ensuring readiness for outages and degradation events across IAM services.