Remote IAM Help Desk Analyst (ICAM Specialist)

GovCIO; Honolulu (HI); 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 hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program serving the Department of Veterans Affairs. This fully remote role resolves Tier 2 tickets, collaborates with Tier 3 SMEs, and supports the O&M team during outages, maintaining docs and reports for the VA Help Desk Lead.

The position requires a Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience (or equivalent), and

Qualifications

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

Responsibilities

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2 staff.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes for future reference.
• Assist O&M team in coordinating with application development teams and IAM partners during outages.
• Develop help desk process documentation.
• Develop knowledge artifacts for knowledge management.
• Prepare and submit the weekly Help Desk Report.

Skills

Communication

Analytical skills

Writing skills

Education

Bachelor's degree in business or technical discipline

Tools

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Job description

GovCIO is hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program serving the Department of Veterans Affairs. This fully remote role resolves Tier 2 tickets, collaborates with Tier 3 SMEs, and supports the O&M team during outages, maintaining docs and reports for the VA Help Desk Lead.

The position requires a Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience (or equivalent), and