Remote IAM Senior Help Desk Analyst | ICAM Expert

GovCIO; Denver (CO); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning & Development platform

Certification assistance

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 for the VA's ICAM program. This fully remote role requires strong experience with incident, knowledge management, and mentoring junior analysts.

You will document fixes, coordinate with Tier 3 SMEs, and produce weekly reports while ensuring compliance with public trust requirements. This position is remote within the United States.

Qualifications

• Bachelor's degree in business or technical discipline with 8+ years of relevant experience, or commensurate education/experience.
• Experience resolving complex escalated help desk tickets and serving as a senior point of escalation.
• Proficiency 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.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2 staff, serving as a senior escalation point.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes for future reference.
• Leads O&M team coordination with application development and IAM partners during outages.
• Develops and maintains help desk process documentation and standards.
• Develops and reviews help desk knowledge artifacts across the knowledge base.
• Prepares, generates, 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 project, data center, and help desk documentation (SharePoint, JIRA, GitHub, ServiceNow).
• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners.
• Mentors analysts, providing technical guidance and reviewing ticket handling.
• Provides senior-level support to VA Help Desk Lead, including generating reports and leading end-user training session planning.

Skills

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Mentoring

Communication

Analytical skills

Writing skills

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

SharePoint

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution for the VA's ICAM program. This fully remote role requires strong experience with incident, knowledge management, and mentoring junior analysts.

You will document fixes, coordinate with Tier 3 SMEs, and produce weekly reports while ensuring compliance with public trust requirements. This position is remote within the United States.