Remote IAM Senior Help Desk Analyst: Escalations Lead

GovCIO; Madison (WI); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning platform

Certification assistance

Referral bonus

Internal mobility

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 supporting the Department of Veterans Affairs. This fully remote role is based in the United States and requires the ability to obtain suitability/public trust clearance.

You will resolve complex tickets, mentor analysts, and coordinate with IAM partners during outages, while developing documentation and reports to inform leadership.

Qualifications

• Bachelor's degree in a business or technical discipline with 8+ years of related experience.
• Experience resolving complex, escalated help desk tickets and serving as a senior escalation point.
• Strong competency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
• Experience mentoring or providing technical guidance to other help desk staff.
• Excellent communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.
• Clerance: Ability to obtain and maintain a suitability/public trust clearance.

Responsibilities

• Identifies, diagnoses, and resolves complex tickets escalated from Tier 2, acting as a senior escalation point.
• Collaborates with Tier 3 SMEs to resolve escalated issues and documents the fix for future reference.
• Leads O&M team liaison with development teams and IAM partners during outages and degradations.
• Develops and maintains help desk process documentation and establishes standards and best practices.
• Develops and reviews help desk knowledge artifacts for accuracy and consistency.
• Prepares and submits the weekly Help Desk Report and identifies trends for leadership.
• Reviews end-user and help desk training documentation released to the Enterprise Service Desk.
• Maintains documentation on SharePoint, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM partners.
• Mentors Help Desk Analysts and provides technical guidance.
• Provides senior-level support including reports and training planning.

Skills

Escalation management

Documentation & knowledge management

Mentoring junior staff

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Excellent communication

Independent work

Education

Bachelor's degree

Tools

JIRA

GitHub

ServiceNow

SharePoint

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program supporting the Department of Veterans Affairs. This fully remote role is based in the United States and requires the ability to obtain suitability/public trust clearance.

You will resolve complex tickets, mentor analysts, and coordinate with IAM partners during outages, while developing documentation and reports to inform leadership.