Remote IAM Help Desk Analyst - ICAM & Knowledge Mgmt

GovCIO; Juneau (AK); 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 ICAM program documentation for the Department of Veterans Affairs. This fully remote role handles Tier 2 escalations, collaborates with Tier 3 SMEs, and coordinates with O&M teams during outages.

The analyst maintains help desk processes and knowledge artifacts, assists with weekly reports, and supports training materials for Enterprise Service Desk staff, ensuring IAM practices align with ICAM concepts.

Qualifications

• Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience.
• Good communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.

Responsibilities

• Identifies, diagnoses, and resolves help desk tickets escalated from Tier 2 help desk staff.
• Collaborates with Tier 3 Subject Matter Experts 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 periods of 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 stored on the Project SharePoint site, 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 help desk reports, maintaining content on SharePoint sites and the ServiceNow application, and planning and coordinating end-user and help desk training sessions.

Skills

Communication

Writing

Independent work

Education

Bachelor's degree in business or technical discipline

Job description

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution and ICAM program documentation for the Department of Veterans Affairs. This fully remote role handles Tier 2 escalations, collaborates with Tier 3 SMEs, and coordinates with O&M teams during outages.

The analyst maintains help desk processes and knowledge artifacts, assists with weekly reports, and supports training materials for Enterprise Service Desk staff, ensuring IAM practices align with ICAM concepts.