Remote IAM Help Desk Analyst — ICAM Specialist

GovCIO; Phoenix (AZ); Remote; USD 54,000 - 70,000; Full time

Job summary

GovCIO is seeking an IAM Help Desk Analyst to support escalated tickets and knowledge management for the VA ICAM program. This fully remote role is located within the United States.

The analyst will work with Tier 3 SMEs, assist the O&M team during outages, and maintain documentation across SharePoint, JIRA, GitHub, and ServiceNow. A 2–5 year background in IT is expected, with a bachelor's degree or equivalent experience.

Qualifications

• Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience (8 years can substitute for degree).
• 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 staff.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes for future reference.
• Assists the O&M team in liaising with application development teams and IAM partners during outages.
• Develops help desk process documentation.
• Develops help desk knowledge artifacts.
• Prepares, generates, and submits the weekly Help Desk Report.
• Reviews end-user and help desk training documentation released to the Enterprise Service Desk.

Skills

Communication skills

Analytical skills

Writing skills

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

SharePoint

MS Word

MS Excel

Job description

GovCIO is seeking an IAM Help Desk Analyst to support escalated tickets and knowledge management for the VA ICAM program. This fully remote role is located within the United States.

The analyst will work with Tier 3 SMEs, assist the O&M team during outages, and maintain documentation across SharePoint, JIRA, GitHub, and ServiceNow. A 2–5 year background in IT is expected, with a bachelor's degree or equivalent experience.