Remote IAM Help Desk Analyst: ICAM Support & Docs

GovCIO; Trenton (NJ); 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 hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. This fully remote role is within the United States and requires collaboration with Tier 3 SMEs and O&M teams during outages.

The ideal candidate holds a bachelor's degree in a business or technical field and 2–5 years of relevant experience, with strong communication, analytical, and writing skills.

Qualifications

• Bachelor's degree in a business or technical discipline and 2–5 years of relevant experience; 8 years may substitute for degree.
• Good communication, analytical, and writing skills.
• Ability to work independently within a team 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.
• Liaises with O&M teams and IAM partners during outages and degradation.
• Develops help desk process documentation.
• Develops knowledge artifacts and weekly Help Desk Report.
• Maintains documentation on SharePoint, JIRA, GitHub, and ServiceNow.
• Supports training documentation and end-user training sessions.

Skills

Bachelor's degree in business or tech

Good communication

Analytical skills

Writing skills

Independent work

Education

Bachelor's degree

Tools

JIRA

GitHub

ServiceNow

MS Word

MS Excel

MS SharePoint

Job description

GovCIO is hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. This fully remote role is within the United States and requires collaboration with Tier 3 SMEs and O&M teams during outages.

The ideal candidate holds a bachelor's degree in a business or technical field and 2–5 years of relevant experience, with strong communication, analytical, and writing skills.