Remote ICAM Senior Help Desk Lead

GovCIO; Salem (OR); 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 manage knowledge for the enterprise ICAM program in support of the VA. You will resolve complex tickets escalated from Tier 2, partner with Tier 3 SMEs, and guide the O&M team during outages, owning documentation and processes.

This is a fully remote position within the United States requiring strong mentoring, reporting, and knowledge-management skills across SharePoint, JIRA, GitHub, and ServiceNow.

Qualifications

• 8+ years of relevant experience or commensurate combination of education and experience.
• Experience resolving complex, escalated help desk tickets and serving as a senior point of escalation.
• Experience mentoring or providing technical guidance to other help desk staff.
• Excellent communication, analytical, and writing skills.

Responsibilities

• Lead escalated tickets from Tier 2 and coordinate with Tier 3 SMEs.
• Document fixes and create knowledge artifacts for the Enterprise Service Desk.
• Coordinate with O&M and IAM partners during outages and degradation periods.
• Develop and maintain help desk process documentation and standards.

Skills

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Communication

Analytical thinking

Writing skills

Independent work

Education

Bachelor's degree or higher

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and manage knowledge for the enterprise ICAM program in support of the VA. You will resolve complex tickets escalated from Tier 2, partner with Tier 3 SMEs, and guide the O&M team during outages, owning documentation and processes.

This is a fully remote position within the United States requiring strong mentoring, reporting, and knowledge-management skills across SharePoint, JIRA, GitHub, and ServiceNow.