Remote IAM Senior Help Desk & ICAM Lead

GovCIO; Topeka (KS); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Flexible Work Environment

Learning & Development platform

Referral Bonus Program

Pet Insurance

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 resolves complex Tier 2 tickets, partners with Tier 3 SMEs, and mentors analysts, while coordinating with IAM partners during outages. Remote within the United States.

Ideal candidate has 8+ years in IT/help desk, strong MS Office, JIRA, GitHub, and ServiceNow skills, and a track record of documentation and training delivery.

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 point of escalation.
• Strong proficiency with MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
• Mentoring or providing technical guidance to other help desk staff.
• Excellent communication, analytical, and writing skills.

Responsibilities

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2 staff.
• Collaborates with Tier 3 SMEs to resolve issues and documents fixes.
• Leads O&M coordination with development teams and IAM partners during outages.
• Develops and maintains help desk process documentation and best practices.

Skills

Escalation mgmt

Mentoring

Communication

Analytical writing

Independent work

Education

Bachelor's degree

Tools

JIRA

GitHub

ServiceNow

MS SharePoint

MS Excel

MS Word

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 resolves complex Tier 2 tickets, partners with Tier 3 SMEs, and mentors analysts, while coordinating with IAM partners during outages. Remote within the United States.

Ideal candidate has 8+ years in IT/help desk, strong MS Office, JIRA, GitHub, and ServiceNow skills, and a track record of documentation and training delivery.