Remote IAM Senior Help Desk Analyst & Escalations Lead

GovCIO; Helena (MT); Remote; USD 110,000 - 130,000; 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 Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program serving the Department of Veterans Affairs. The role resolves complex tickets escalated from Tier 2, partners with Tier 3 SMEs, and coordinates with O&M and IAM teams during outages.

The position is fully remote within the United States and requires obtaining and maintaining a suitability/public trust clearance.

Qualifications

• Bachelor's degree in a business or technical discipline with 8+ years of relevant experience.
• Experience resolving complex, escalated help desk tickets as senior escalation point.
• Strong proficiency with MS Word, MS Excel, MS SharePoint, JIRA, GitHub and ServiceNow.
• Experience mentoring or guiding other help desk staff.
• Excellent communication, analytical and writing abilities.
• Ability to work independently within a team environment.

Responsibilities

• Identifies, diagnoses, and resolves complex tickets escalated from Tier 2.
• Collaborates with Tier 3 SMEs to resolve escalated issues and documents fixes.
• Leads O&M team coordination with development teams and IAM partners during outages.
• Develops and maintains help desk process documentation and best practices.
• Develops and reviews knowledge artifacts for accuracy and consistency.
• Prepares and submits weekly Help Desk Report and analyzes trends.
• Reviews end-user and help desk training documentation for Enterprise Service Desk.
• Maintains project, data center, and help desk documentation across SharePoint, JIRA, GitHub, ServiceNow.
• Maintains email distribution lists and noc notifications for IAM partners.
• Mentors analysts and provides senior-level guidance on ticket handling and documentation.
• Provides senior-level support to VA Help Desk Lead and coordinates training sessions.

Education

Bachelor's degree in a business or technical discipline

8+ years of relevant experience

Excellent communication

Analytical and writing skills

Independent work in team setting

Mentoring or guiding others

Tools

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program serving the Department of Veterans Affairs. The role resolves complex tickets escalated from Tier 2, partners with Tier 3 SMEs, and coordinates with O&M and IAM teams during outages.

The position is fully remote within the United States and requires obtaining and maintaining a suitability/public trust clearance.