Remote IAM Help Desk Analyst: ICAM Support & Knowledge

GovCIO; Madison (WI); 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 seeking an IAM Help Desk Analyst to support escalated tickets and knowledge management for the ICAM program with the Department of Veterans Affairs. This fully remote role handles escalations from Tier 2, coordinates with Tier 3 SMEs, and supports outage communications and documentation.

The position requires a Bachelor's degree and 2–5 years of relevant experience, with active suitability/public trust clearance.

Qualifications

• Bachelor's degree in a business or technical discipline.
• 2–5 years of relevant experience; 8 years may substitute for the degree.
• Strong written and verbal communication skills.
• Ability to work independently within a team environment.

Responsibilities

• Identify, diagnose, and resolve tickets escalated from Tier 2 help desk staff.
• Collaborate with Tier 3 SMEs to resolve escalated issues and document fixes.
• Assist the O&M team in liaising with application development teams and IAM partners during outages and degradations.
• Develop and maintain help desk processes and knowledge artifacts.
• Prepare, generate, and submit the weekly Help Desk Report.
• Maintain documentation across SharePoint, JIRA, GitHub, and ServiceNow.
• Provide support for end-user and help desk training materials.

Skills

Communication

Analytical thinking

Writing skills

Independence

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 tickets and knowledge management for the ICAM program with the Department of Veterans Affairs. This fully remote role handles escalations from Tier 2, coordinates with Tier 3 SMEs, and supports outage communications and documentation.

The position requires a Bachelor's degree and 2–5 years of relevant experience, with active suitability/public trust clearance.