Remote IAM Senior Help Desk Analyst | Escalations Lead

GovCIO; Lansing (MI); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Employee Benefits

Flexible Work Environment

Learning & Development

Training & Certification Assistance

Referral Bonus Program

Internal Mobility

Pet Insurance

EAP

Job summary

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. The role supports the VA Help Desk, mentors analysts, and coordinates with IAM partners during outages.

This is a fully remote position within the United States. The role requires a Bachelor’s degree with 8+ years of relevant experience, strong skills in MS Word/Excel/SharePoint and ITSM tools (JIRA, GitHub, ServiceNow), and the ability to work

Qualifications

• Bachelor's degree in a business or technical discipline with 8+ years of relevant experience (or equivalent combination).
• Experience resolving complex, escalated help desk tickets and serving as a senior escalation point.
• Proven ability to mentor or provide technical guidance to other staff.
• Excellent communication, analytical and writing skills.
• Ability to work independently within a team-oriented environment.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2, acting as senior escalation point.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes for future reference.
• Leads O&M coordination with development teams and IAM partners during outages and degradation periods.
• Develops and maintains help desk process documentation and standards.
• Develops and reviews help desk knowledge artifacts for accuracy and consistency.
• Prepares and submits weekly Help Desk Report and identifies trends for leadership.
• Reviews end-user and help desk training documentation released to the Enterprise Service Desk.

Skills

Escalated ticket resolution

Mentoring

Communication skills

Independent worker

MS Word & ITSM tools

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

SharePoint

MS Word

MS Excel

Job description

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. The role supports the VA Help Desk, mentors analysts, and coordinates with IAM partners during outages.

This is a fully remote position within the United States. The role requires a Bachelor’s degree with 8+ years of relevant experience, strong skills in MS Word/Excel/SharePoint and ITSM tools (JIRA, GitHub, ServiceNow), and the ability to work