Remote IAM & ICAM Help Desk Analyst

GovCIO; Augusta (ME); 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 for the Department of Veterans Affairs. This fully remote role is based in the United States and supports Tier 2–3 escalation paths, incident handling, and reporting for the VA Help Desk Lead.

The successful candidate will maintain help desk process documentation, create knowledge artifacts, and liaise with IAM partners during outages.

Qualifications

• Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience.
• Strong 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 help desk staff.
• Collaborates with Tier 3 SMEs to resolve escalated issues and documents the fix for future reference.
• Assists the O&M team in liaising with application development teams and IAM partners during outages and periods of degradation.
• Develops help desk process documentation.
• Develops help desk knowledge artifacts.
• Prepares, generates, and submits the weekly Help Desk Report.
• Reviews end-user and help desk training documentation released to the Enterprise Service Desk.
• Maintains project, data center, and help desk documentation, including knowledge-based articles on SharePoint, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners.
• Provides general support to the VA Help Desk Lead, including generating reports and coordinating training sessions.

Skills

Communication

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 for the Department of Veterans Affairs. This fully remote role is based in the United States and supports Tier 2–3 escalation paths, incident handling, and reporting for the VA Help Desk Lead.

The successful candidate will maintain help desk process documentation, create knowledge artifacts, and liaise with IAM partners during outages.