Remote IAM Help Desk Analyst — ICAM Expert

GovCIO; Austin (TX); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. The role resolves tickets escalated from Tier 2, collaborates with Tier 3 SMEs to document fixes, and supports outages and coordination with IAM partners.

This is a fully remote position within the United States. The ideal candidate will have a Bachelor’s degree in a business or technical discipline with 2–5 years of

Qualifications

• Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience
• Strong communication, analytical and writing skills
• Ability to work independently within a team-oriented 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 team in liaising with application development and IAM partners during outages
• Develop help desk process documentation
• Develop knowledge artifacts and reports (weekly Help Desk Report)
• Review end-user and help desk training documentation
• Maintain project, data center and help desk docs (SharePoint, JIRA, GitHub, ServiceNow)
• Maintain email lists and notifications for IAM partners
• Support VA Help Desk Lead with reports and training coordination

Skills

Communication

Analytical

Writing

Independent work

Team oriented

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS Word

MS Excel

MS SharePoint

Job description

GovCIO is hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. The role resolves tickets escalated from Tier 2, collaborates with Tier 3 SMEs to document fixes, and supports outages and coordination with IAM partners.

This is a fully remote position within the United States. The ideal candidate will have a Bachelor’s degree in a business or technical discipline with 2–5 years of