Remote IAM Help Desk Analyst — ICAM & Tickets Expert

GovCIO; City of Albany (NY); Teletrabalho; USD 54 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

EAP

Corporate Discounts

Learning & Development

Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Resumo da oferta

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution, knowledge management, and ICAM program support for the Department of Veterans Affairs. This fully remote role collaborates with Tier 3 SMEs and the O&M team to document fixes and coordinate during outages.

Responsibilities include maintaining help desk documentation, generating weekly reports, and supporting end-user training content while aligning with VA help desk standards. US nationals preferred.

Qualificações

• Bachelor's degree in business or technical field.
• 2–5 years of relevant IT help desk experience.
• Excellent written and verbal communication.
• Ability to work independently within a team.

Responsabilidades

• Identifies, diagnoses, and resolves help desk tickets escalated from Tier 2 staff.
• Collaborates with Tier 3 SMEs to document fixes for future reference.
• Assists O&M in liaison with development teams and IAM partners during outages.
• Develops help desk process documentation.
• Develops knowledge artifacts for the Enterprise Service Desk.

Conhecimentos

Bachelor's degree

2-5 years exp

Communication skills

Writing skills

Independent worker

Formação académica

Bachelor's degree in business or technical discipline

Ferramentas

JIRA

GitHub

SharePoint

ServiceNow

MS Office

Descrição da oferta de emprego

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution, knowledge management, and ICAM program support for the Department of Veterans Affairs. This fully remote role collaborates with Tier 3 SMEs and the O&M team to document fixes and coordinate during outages.

Responsibilities include maintaining help desk documentation, generating weekly reports, and supporting end-user training content while aligning with VA help desk standards. US nationals preferred.