Remote IAM Help Desk Analyst - ICAM Support

GovCIO; Salt Lake City (UT); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program

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 tickets for the enterprise ICAM program with the Department of Veterans Affairs. This fully remote role resolves Tier 2 issues, partners with Tier 3 SMEs to document fixes, and coordinates with O&M during outages and degradations.

The analyst maintains help desk docs, supports reporting, and assists the VA Help Desk Lead. The role requires a Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience,

Qualifications

• Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience (or a commensurate combination).
• Strong 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.
• Collaborates with Tier 3 SMEs to resolve issues and documents the fix for future reference.
• Assists O&M 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.
• Maintains project, data center and help desk documentation on SharePoint, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and IAM maintenance notifications.
• Provides general support to the VA Help Desk Lead, including reporting and training coordination.

Skills

Good communication

Analytical skills

Writing skills

Independent worker

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 tickets for the enterprise ICAM program with the Department of Veterans Affairs. This fully remote role resolves Tier 2 issues, partners with Tier 3 SMEs to document fixes, and coordinates with O&M during outages and degradations.

The analyst maintains help desk docs, supports reporting, and assists the VA Help Desk Lead. The role requires a Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience,