Remote ICAM Help Desk Analyst

GovCIO; Lincoln (NE); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

EAP

Corporate discounts

Learning platform with certification</

Certification assistance

Referral bonus

Internal mobility

Pet insurance

Flexible work environment

Job summary

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program at the Department of Veterans Affairs. This fully remote role operates within the United States.

You will resolve Tier 2 tickets, collaborate with Tier 3 SMEs, and help maintain documentation, reports, and training materials across SharePoint, JIRA, GitHub, and ServiceNow.

Qualifications

• Bachelor's degree in a business or technical discipline with 2–5 years of relevant experience.
• Good communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.

Responsibilities

• Resolve escalated Tier 2 help desk tickets and document fixes.
• Collaborate with Tier 3 SMEs to resolve issues and document solutions.
• Assist O&M in liaising with development teams and IAM partners during outages.
• Develop help desk process documentation.
• Develop and maintain knowledge artifacts for the help desk.
• Prepare and submit weekly Help Desk Report.
• Review end-user and training documentation before release.
• Maintain project and help desk documentation and knowledge base.
• Manage email distribution lists and notifications for IAM partners.
• Provide general support to the VA Help Desk Lead.

Skills

Communication skills

Written skills

Independent work

Team collaboration

Education

Bachelor's degree in business or technical discipline

Tools

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Job description

GovCIO is seeking an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program at the Department of Veterans Affairs. This fully remote role operates within the United States.

You will resolve Tier 2 tickets, collaborate with Tier 3 SMEs, and help maintain documentation, reports, and training materials across SharePoint, JIRA, GitHub, and ServiceNow.