Remote IAM Senior Help Desk Analyst | ICAM Expert

GovCIO; Phoenix (AZ); 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 ICAM program in the Department of Veterans Affairs. This remote role partners with Tier 3 SMEs to resolve issues and documents fixes while coordinating with O&M teams during outages.

You will mentor junior staff, maintain documentation across SharePoint, JIRA, GitHub, ServiceNow, and contribute to weekly reporting for leadership.

Qualifications

• Bachelor's degree in a business or technical discipline, and 8+ years of relevant 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.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2, serving as a senior escalation point.
• Collaborates with Tier 3 SMEs to resolve issues and documents the fix for future reference.
• Leads O&M team liaison with development and IAM partners during outages and degradation.
• Develops and maintains help desk process documentation and best practices.
• Develops and reviews knowledge artifacts, ensuring accuracy and consistency.
• Prepares and submits weekly Help Desk Report and identifies trends for leadership.
• Mentors and provides technical guidance to Help Desk Analysts.

Skills

Escalation management

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Mentoring

Education

Bachelor's degree (business or technical)

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 ICAM program in the Department of Veterans Affairs. This remote role partners with Tier 3 SMEs to resolve issues and documents fixes while coordinating with O&M teams during outages.

You will mentor junior staff, maintain documentation across SharePoint, JIRA, GitHub, ServiceNow, and contribute to weekly reporting for leadership.