Remote IAM Help Desk Analyst: ICAM Support & Knowledge

GovCIO; Des Moines (IA); 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. The role works with Tier 3 SMEs and O&M teams during outages, maintaining documentation and reports for the VA Help Desk Lead.

This is a fully remote US-based position requiring a bachelor’s degree and 2–5 years of relevant experience. Clearances are required and opportunities exist for growth within GovCIO's IT transformation teams.

Qualifications

• Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience (8 years may substitute).
• Strong written and verbal communication; ability to work independently in a team.
• Experience supporting IT/help desk functions and knowledge management.

Responsibilities

• Identify, diagnose, and resolve escalated help desk tickets from Tier 2.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes.
• Coordinate with O&M teams and IAM partners during outages.
• Develop and maintain help desk process documentation.
• Create and maintain knowledge artifacts for the enterprise.
• Prepare and submit weekly Help Desk Report.
• Review end-user and help desk training content.
• Maintain project, data center, and help desk documentation across SharePoint, JIRA, GitHub, and ServiceNow.
• Manage email lists and notifications for IAM partners.
• Support VA Help Desk Lead with reports and training plans.

Skills

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 hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program. The role works with Tier 3 SMEs and O&M teams during outages, maintaining documentation and reports for the VA Help Desk Lead.

This is a fully remote US-based position requiring a bachelor’s degree and 2–5 years of relevant experience. Clearances are required and opportunities exist for growth within GovCIO's IT transformation teams.