Remote IAM Senior Help Desk Specialist

GovCIO; Olympia (WA); 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 seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. The role resolves complex tickets, mentors analysts, and coordinates with IAM partners during outages.

This is a fully remote position within the United States. The candidate will own help desk process documentation, drive knowledge management, and provide senior-level support to the VA Help Desk Lead, with a focus on documentation quality and training

Qualifications

• 8+ years of relevant IT/help desk experience.
• Experience resolving complex escalated tickets and serving as a senior escalation point.
• Ability to mentor or train other help desk staff.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve complex help desk tickets escalated from Tier 2.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes.
• Lead O&M coordination with application teams and IAM partners during outages.
• Develop and maintain help desk process documentation and knowledge artifacts.
• Prepare and submit weekly Help Desk Report and identify trends.
• Mentor and provide guidance to Help Desk Analysts.

Skills

Escalation support

Mentoring

Communication

Independent work

MS Word

MS Excel

Education

Bachelor's degree (business or technical)

Tools

JIRA

GitHub

ServiceNow

SharePoint

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. The role resolves complex tickets, mentors analysts, and coordinates with IAM partners during outages.

This is a fully remote position within the United States. The candidate will own help desk process documentation, drive knowledge management, and provide senior-level support to the VA Help Desk Lead, with a focus on documentation quality and training