Remote IAM Help Desk Analyst (ICAM/SSO)

GovCIO; Lansing (MI); Remote; USD 54,000 - 70,000; Full time

Job summary

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the ICAM program serving the Department of Veterans Affairs. This fully remote role is within the United States, with eligibility for Suitability/Public Trust clearance.

Responsibilities include documenting fixes with Tier 3 SMEs and coordinating outages with IAM partners. The position requires a Bachelor's degree in a business or technical discipline and 2–5 years of relevant

Qualifications

• Bachelor's degree in a business or technical discipline with 2-5 years of relevant experience, or commensurate education/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 staff.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes for future reference.
• Assists O&M team in liaising with 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.
• Maintains project, data center, and help desk documentation 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 reporting and coordinating end-user trainings.

Skills

Communication

Analytical thinking

Written communication

Independent work

Education

Bachelor's degree in 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 ticket resolution and knowledge management for the ICAM program serving the Department of Veterans Affairs. This fully remote role is within the United States, with eligibility for Suitability/Public Trust clearance.

Responsibilities include documenting fixes with Tier 3 SMEs and coordinating outages with IAM partners. The position requires a Bachelor's degree in a business or technical discipline and 2–5 years of relevant