Senior IAM Help Desk Analyst - Remote Leader

GovCIO; Cheyenne (WY); Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

EAP

Corporate Discounts

Learning & Development platform

Training, Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO seeks an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. This fully remote role operates within the United States, supporting the VA Help Desk and coordinating with Tier 3 SMEs during outages.

Responsibilities include documenting fixes, mentoring analysts, generating weekly reports, and maintaining knowledge artifacts across SharePoint, JIRA, GitHub, and ServiceNow.

Qualifications

• Bachelor's degree in a business or technical discipline; 8+ years of relevant experience (or equivalent).
• Experience resolving complex, escalated help desk tickets and acting as senior escalation point.
• Strong skills in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.

Responsibilities

• Resolve complex tickets escalated from Tier 2 help desk staff and serve as senior escalation point.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes for future reference.
• Lead O&M team coordination with application development teams and IAM partners during outages.
• Develop and maintain help desk process documentation and best practices.

Skills

Senior Help Desk

Escalation management

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Mentoring

Communication

Writing

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

SharePoint

Job description

GovCIO seeks an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. This fully remote role operates within the United States, supporting the VA Help Desk and coordinating with Tier 3 SMEs during outages.

Responsibilities include documenting fixes, mentoring analysts, generating weekly reports, and maintaining knowledge artifacts across SharePoint, JIRA, GitHub, and ServiceNow.