Remote IAM Help Desk Analyst | ICAM Support

GovCIO; Denver (CO); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

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 enterprise ICAM program for the Department of Veterans Affairs. This fully remote role is located within the United States and supports Tier 2 to Tier 3 escalation processes, documentation, and reporting.

The role requires a Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience, plus strong written and verbal communication skills and the ability to work

Qualifications

• Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience.
• Strong communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.
• Ability to obtain and maintain a Suitability/Public Trust Clearance.

Responsibilities

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2 staff.
• Collaborate with Tier 3 SMEs to resolve escalated issues and document fixes.
• Assist O&M team in liaising with application development and IAM partners during outages.
• Develop help desk process documentation.
• Develop help desk knowledge artifacts.
• Prepare and submit weekly Help Desk Report.
• Review end-user and help desk training content for the Enterprise Service Desk.

Skills

Communication

Analytical thinking

Writing

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS Word

MS Excel

MS SharePoint

Job description

GovCIO is seeking an IAM Help Desk Analyst to support escalated tickets and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. This fully remote role is located within the United States and supports Tier 2 to Tier 3 escalation processes, documentation, and reporting.

The role requires a Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience, plus strong written and verbal communication skills and the ability to work