Remote IAM Help Desk Analyst - ICAM Escalations

GovCIO; Carson City (NV); 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 for the VA ICAM program. This fully remote role handles knowledge management, ticket resolution, and reporting, coordinating with Tier 3 SMEs and O&M teams across the enterprise.

Responsibilities include developing documentation, maintaining SharePoint content, and generating weekly reports. A Bachelor's degree and 2–5 years of relevant experience are required, with the ability to obtain a Suitability/Public Trust Clearance.

Qualifications

• Bachelor's degree in a business or technical discipline plus 2–5 years of relevant experience; 8 years can substitute for the degree.
• Strong communication, analytical, and writing skills.
• Ability to work independently within a team environment.

Responsibilities

• Identifies, diagnoses, and resolves help desk tickets escalated from Tier 2 help desk staff.
• Collaborates with Tier 3 SMEs to resolve escalated issues and documents the fix for future reference.
• Assists the O&M team in liaising with application development teams and IAM partners during outages and degradation.
• Develops help desk process documentation.
• Develops help desk knowledge artifacts.
• Prepares, generates, and submits the weekly Help Desk Report.
• Performs reviews of end-user and help desk training documentation released to the Enterprise Service Desk staff.
• Maintains project, data center, and help desk documentation including knowledge-based articles on SharePoint, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners.
• Provides general support to the VA Help Desk Lead, including generating reports and coordinating training sessions.

Skills

Communication

Analytical thinking

Writing skills

Independent work

Education

Bachelor's degree in a 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 for the VA ICAM program. This fully remote role handles knowledge management, ticket resolution, and reporting, coordinating with Tier 3 SMEs and O&M teams across the enterprise.

Responsibilities include developing documentation, maintaining SharePoint content, and generating weekly reports. A Bachelor's degree and 2–5 years of relevant experience are required, with the ability to obtain a Suitability/Public Trust Clearance.