Remote IAM Senior Help Desk Lead & Knowledge Expert

GovCIO; City of Albany (NY); 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 hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program for the VA. This fully remote role handles complex tickets, mentors staff, and partners with Tier 3 SMEs to document fixes and improve processes.

The position requires a BA/BS and 8+ years of relevant experience, with the ability to obtain a suitability/public trust clearance. It supports the VA Help Desk and IAM partners across the U.S.

Qualifications

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

• Lead escalated ticket resolution for complex issues and act as senior point of escalation.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes for future reference.
• Coordinate with O&M teams and IAM partners during outages and degradation.
• Develop and maintain help desk process documentation and best practices.
• Maintain and review knowledge base articles and training content.
• Prepare and submit weekly Help Desk reports and identify trends for leadership.
• Lead end-user/help desk training planning and coordination.

Skills

Escalation management

Mentoring

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Communication skills

Analytical skills

Writing skills

Independent work

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

SharePoint

MS Word

MS Excel

Job description

GovCIO is hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program for the VA. This fully remote role handles complex tickets, mentors staff, and partners with Tier 3 SMEs to document fixes and improve processes.

The position requires a BA/BS and 8+ years of relevant experience, with the ability to obtain a suitability/public trust clearance. It supports the VA Help Desk and IAM partners across the U.S.