Remote IAM Help Desk Specialist

GovCIO; Little Rock (AR); 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 ticket resolution and knowledge management for the enterprise ICAM program for the Department of Veterans Affairs. This role resolves tickets escalated from Tier 2, collaborates with Tier 3 SMEs to document fixes, and supports outages coordination with IAM partners.

The position is fully remote within the United States, with a focus on maintaining help desk content, processes, and weekly reporting, while ensuring support to the VA

Qualifications

• Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience; 8 years may be substituted for the degree.
• Good communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.

Responsibilities

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2 staff.
• Collaborate with Tier 3 SMEs to document fixes for future reference.
• Assist the O&M team in liaising with development teams and IAM partners during outages.
• Develop help desk process documentation.
• Develop knowledge artifacts for the desk.
• Prepare, generate, and submit the weekly Help Desk Report.
• Maintain documentation on SharePoint, JIRA, GitHub, and ServiceNow.
• Provide general support to the VA Help Desk Lead and training sessions.

Skills

Clear communication

Analytical thinking

Writing skills

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS Word

MS Excel

MS SharePoint

Job description

GovCIO is seeking 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 role resolves tickets escalated from Tier 2, collaborates with Tier 3 SMEs to document fixes, and supports outages coordination with IAM partners.

The position is fully remote within the United States, with a focus on maintaining help desk content, processes, and weekly reporting, while ensuring support to the VA