Remote IAM Help Desk Analyst – SSO/MFA Support

GovCIO; Salem (OR); 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 enterprise ICAM program for the Department of Veterans Affairs. This remote role resolves Tier 2 tickets, partners with Tier 3 SMEs, and coordinates with O&M and IAM teams during outages.

The Analyst maintains help desk documentation, supports reporting, and provides general support to the VA Help Desk Lead.

Qualifications

• Bachelor's degree in a business or technical discipline with 2-5 years of relevant experience; 8 years may substitute for the 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 staff.
• Collaborates with Tier 3 SMEs to resolve escalated issues and documents the fix for future reference.
• Assists O&M in liaising with application development teams and IAM partners during outages.
• 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.
• Maintains project, data center, and help desk documentation, including knowledge articles on SharePoint, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM partners.
• Provides general support to the VA Help Desk Lead, including generating reports and coordinating training sessions.

Skills

Communication skills

Analytical skills

Writing skills

Independent work

Education

Bachelor's degree in business or technical field

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 enterprise ICAM program for the Department of Veterans Affairs. This remote role resolves Tier 2 tickets, partners with Tier 3 SMEs, and coordinates with O&M and IAM teams during outages.

The Analyst maintains help desk documentation, supports reporting, and provides general support to the VA Help Desk Lead.