Remote IAM Help Desk Analyst - ICAM Support

GovCIO; Topeka (KS); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning platform

Training & Certification assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program serving the Department of Veterans Affairs. The role resolves Tier 2 tickets, partners with Tier 3 SMEs to document fixes, and coordinates with O&M and IAM partners during outages.

The position is fully remote within the United States, requiring a bachelor's degree and 2–5 years of relevant experience.

Qualifications

• Bachelor's degree in a business or technical discipline and 2-5 years of relevant experience (or commensurate combination); 8 years additional relevant experience may 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 help desk staff.
• Collaborates with Tier 3 Subject Matter Experts to resolve escalated issues and documents the fix for future reference.
• Assists the O&M team in liaising with application development teams and IAM partners during outages and periods of degradation.
• Develops help desk process documentation.
• Develops help desk knowledge artifacts.
• Prepares, generates, and submits the weekly Help Desk Report.
• Performs reviews of end-user and help desk training documentation released to the Enterprise Service Desk (ESD)/Help Desk staff.
• 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 generating reports and coordinating training sessions.

Skills

Communication skills

Writing skills

Analytical 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 ticket resolution and knowledge management for the enterprise ICAM program serving the Department of Veterans Affairs. The role resolves Tier 2 tickets, partners with Tier 3 SMEs to document fixes, and coordinates with O&M and IAM partners during outages.

The position is fully remote within the United States, requiring a bachelor's degree and 2–5 years of relevant experience.