Remote IAM Help Desk Analyst | ICAM Support

Native American Talent; Charleston (WV); 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 tickets and knowledge management for the ICAM program at the Department of Veterans Affairs. This remote role resolves Tier 2 tickets, collaborates with Tier 3 SMEs, and supports the O&M team's coordination during outages.

The ideal candidate has a BA/BS in a related field and 2–5 years of relevant experience, strong communication and writing skills, and the ability to work independently within a team. U.S. remote work eligible.

Qualifications

• Bachelor's degree in business or technical discipline or equivalent
• Strong communication, analytical and writing skills
• Ability to work independently within a team environment

Responsibilities

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2
• Collaborate with Tier 3 SMEs to document fixes for future reference
• Assist O&M team in liaising with application development and IAM partners during outages
• Develop help desk process documentation
• Develop knowledge artifacts for the help desk
• Prepare and submit weekly Help Desk Report
• Review end-user and help desk training content
• Maintain project, data center, and help desk documentation
• Maintain email lists and send maintenance notifications for IAM partners
• Provide general support to the VA Help Desk Lead

Skills

Bachelor's degree

Communication skills

Analytical skills

Writing skills

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 tickets and knowledge management for the ICAM program at the Department of Veterans Affairs. This remote role resolves Tier 2 tickets, collaborates with Tier 3 SMEs, and supports the O&M team's coordination during outages.

The ideal candidate has a BA/BS in a related field and 2–5 years of relevant experience, strong communication and writing skills, and the ability to work independently within a team. U.S. remote work eligible.