Senior IAM Help Desk Lead – Remote Support

GovCIO; Carson City (NV); 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 seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution, mentor staff, and manage knowledge artifacts for the VA ICAM program. This fully remote role requires coordination with Tier 3 SMEs and IAM partners, and oversight of documentation, reports, and training materials.

The ideal candidate has a Bachelor's degree in a technical or business field with 8+ years of relevant experience and strong proficiency in JIRA, GitHub, ServiceNow, and MS Office tools.

Qualifications

• Bachelor's degree in a business or technical discipline with 8+ years of relevant experience
• Demonstrated experience resolving complex, escalated help desk tickets and serving as a senior point of escalation
• 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

• Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2 staff
• Collaborates with Tier 3 SMEs to resolve issues and document fixes
• Leads support to the O&M team during outages and degradation
• Develops and maintains help desk process documentation and standards
• Maintains knowledge-base content and prepares weekly Help Desk Reports
• Mentors Help Desk Analysts and supports VA Help Desk Lead with training sessions

Skills

Ticket escalation

Mentoring

Communication

Independent work

Senior escalation point

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS SharePoint

MS Word

MS Excel

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution, mentor staff, and manage knowledge artifacts for the VA ICAM program. This fully remote role requires coordination with Tier 3 SMEs and IAM partners, and oversight of documentation, reports, and training materials.

The ideal candidate has a Bachelor's degree in a technical or business field with 8+ years of relevant experience and strong proficiency in JIRA, GitHub, ServiceNow, and MS Office tools.