Remote IAM Help Desk Analyst (ICAM)

GovCIO; Cheyenne (WY); 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 tickets and knowledge management for the VA ICAM program. The role resolves Tier 2 tickets, partners with Tier 3 SMEs, and coordinates with O&M teams during outages.

This is a fully remote position located within the United States. The ideal candidate has a Bachelor's degree in a technical or business field and 2–5 years of relevant experience, strong written and verbal communication, and the ability to work independently in a team.

Qualifications

• Bachelor's degree in business or technical discipline; 2–5 years relevant experience; 8 years may substitute for degree.
• Strong written and verbal communication skills.
• Ability to work independently within a team environment.

Responsibilities

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2 staff.
• Collaborate with Tier 3 SMEs to resolve escalated issues and document fixes.
• Assist O&M in liaising with application development teams and IAM partners during outages.
• Develop help desk process documentation.
• Develop help desk knowledge artifacts.
• Prepare, generate, and submit the weekly Help Desk Report.
• Maintain documentation on SharePoint, JIRA, GitHub, and ServiceNow.
• Provide general support to the VA Help Desk Lead, including reporting and training coordination.

Skills

Communication

Writing skills

Independent work

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 knowledge management for the VA ICAM program. The role resolves Tier 2 tickets, partners with Tier 3 SMEs, and coordinates with O&M teams during outages.

This is a fully remote position located within the United States. The ideal candidate has a Bachelor's degree in a technical or business field and 2–5 years of relevant experience, strong written and verbal communication, and the ability to work independently in a team.