Remote IAM Senior Help Desk Analyst—ICAM

GovCIO; Augusta (ME); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program

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 Senior Help Desk Analyst to lead escalated tickets and knowledge management for the enterprise ICAM program. This fully remote role within the United States resolves complex issues, mentors analysts, and coordinates with IAM partners during outages.

The ideal candidate has 8+ years of relevant experience, strong MS Office and ITSM tool skills, and excellent communication. Clearance ability and VA familiarity are a plus; salary is USD 110,000–130,000 per year.

Qualifications

• Bachelor's degree or equivalent with 8+ years of relevant experience.
• Experience resolving complex escalated help desk tickets and serving as a senior point of escalation.
• Proficiency with MS Word, Excel, SharePoint, JIRA, GitHub and ServiceNow.
• Mentoring or guiding other help desk staff.
• Excellent written and verbal communication.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes.
• Leads O&M team liaison with development and IAM partners during outages.
• Develops and maintains help desk process documentation and standards.
• Develops and reviews knowledge artifacts for the knowledge base.
• Prepares and submits weekly Help Desk Report and identifies trends.
• Reviews end-user and help desk training documentation.
• Maintains project, data center and help desk documentation on SharePoint, JIRA, GitHub and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM partners.
• Mentors Help Desk Analysts and provides senior-level guidance.
• Provides senior support to the VA Help Desk Lead and leads training session planning.

Skills

Excellent communication

Analytical thinking

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 Senior Help Desk Analyst to lead escalated tickets and knowledge management for the enterprise ICAM program. This fully remote role within the United States resolves complex issues, mentors analysts, and coordinates with IAM partners during outages.

The ideal candidate has 8+ years of relevant experience, strong MS Office and ITSM tool skills, and excellent communication. Clearance ability and VA familiarity are a plus; salary is USD 110,000–130,000 per year.