IAM Senior Help Desk Analyst (Remote)

About the role

United States

Suitability/Public Trust

Fully remote

Information Technology

**Overview**

GovCIO is currently hiring an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise Identity, Credential, and Access Management (ICAM) program for the Department of Veterans Affairs. This role resolves complex tickets escalated from Tier 2 help desk staff, partners with Tier 3 Subject Matter Experts (SMEs) to resolve and document fixes, and leads the Operations & Maintenance (O&M) team's coordination with application development teams and IAM partners during outages and periods of degradation. The IAM Senior Help Desk Analyst owns help desk process documentation and knowledge artifacts, mentors less experienced analysts, and provides senior-level support to the VA Help Desk Lead. This is a fully remote position located within the United States.

**Please note:** The contract has not been awarded; this position remains unfunded and is contingent upon the award of the contract.

**Responsibilities**

+ Identifies, diagnoses, and resolves complex help desk tickets escalated from Tier 2 help desk staff, serving as a senior point of escalation for difficult or recurring issues.

+ Collaborates with Tier 3 Subject Matter Experts (SMEs) to resolve escalated issues and documents the fix for future reference.

+ Leads support to the Operations & Maintenance (O&M) team in liaising with application development teams and IAM partners during outages and periods of degradation.

+ Develops and maintains help desk process documentation, establishing standards and best practices for the broader help desk team.

+ Develops and reviews help desk knowledge artifacts, ensuring accuracy and consistency across the knowledge base.

+ Prepares, generates, and submits the weekly Help Desk Report, and identifies trends in ticket volume and issue types for leadership.

+ Performs reviews of end-user and help desk training documentation released to the Enterprise Service Desk (ESD)/Help Desk staff.

+ Maintains project, data center, and help desk documentation, including knowledge-based articles stored on the Project SharePoint site, JIRA, GitHub, and ServiceNow.

+ Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners.

+ Mentors and provides technical guidance to Help Desk Analysts, reviewing ticket handling and documentation quality.

+ Provides senior-level support to the VA Help Desk Lead, including generating help desk reports, maintaining content on SharePoint sites and the ServiceNow application, and leading end-user/help desk training session planning and coordination.

**Qualifications**

**Required Skills & Experience**

+ Bachelor's degree in a business or technical discipline, and 8+ years of relevant experience (or commensurate combination of education and experience); additional relevant experience may be substituted for the degree requirement.

+ 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.

**Clerance Required:** Ability to obtain and maintain a suitability/public trust clearance.

**Preferred Skills & Experience**

+ Experience supporting an IAM/ICAM or other IT program at the Department of Veterans Affairs or another federal civilian agency.

+ Familiarity with IAM/ICAM concepts and technologies, such as SSO, MFA, PKI/CAC, and Master Person Index (MPI)/identity resolution.

+ Working knowledge of ITIL service management practices, including incident, problem, and knowledge management.

+ Experience developing or maintaining SharePoint sites and knowledge-base content.

**Posted Salary Range**

USD $110,000.00 - USD $130,000.00 /Yr.

**Company Overview**

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

**What You Can Expect**

**Interview & Hiring Process**

If you are selected to move forward through the process, here’s what you can expect:

+ During the Interview Process

+ Virtual video interview conducted via video with the hiring manager and/or team

+ Camera must be on

+ A valid photo ID must be presented during each interview

+ During the Hiring Process

+ Enhanced Biometrics ID verification screening

+ Background check, to include:

+ Criminal history (past 7 years)

+ Verification of your highest level of education

+ Verification of your employment history (past 7 years), based on information provided in your application

**Employee Perks**

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

+ Employee Assistance Program (EAP)

+ Corporate Discounts

+ Learning & Development platform, to include certification preparation content

+ Training, Education and Certification Assistance*

+ Referral Bonus Program

+ Internal Mobility Program

+ Pet Insurance

+ Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

**We are an Equal Opportunity Employer.** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

**Posted Pay Range**

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posting text as published by GovCIO.

The evidence behind this listing

Workplace

Remote Matched in posting text

Seniority

senior From the job title

Employment type

Not established

Location as listed

Albany, NY; Annapolis, MD; Atlanta, GA; Augusta, ME; Austin, TX; Baton Rouge, LA; Bismarck, ND; Boise, ID; Boston, MA; Carson City, NV; Charleston, WV; Cheyenne, WY; Columbia, SC; Columbus, OH; Concord, NH; Denver, CO; Des Moines, IA; Dover, DE; Frankfort, KY; Harrisburg, PA; Hartford, CT; Helena, MT; Honolulu, HI; Indianapolis, IN; Jackson, MS; Jefferson City, MO; Juneau, AK; Lansing, MI; Lincoln, NE; Little Rock, AR; Madison, WI; Montgomery, AL; Montpelier, VT; Nashville, TN; Oklahoma City, OK; Olympia, WA; Phoenix, AZ; Pierre, SD; Providence, RI; Raleigh, NC; Richmond, VA; Sacramento, CA; Saint Paul, MN; Salem, OR; Salt Lake City, UT; Santa Fe, NM; Springfield, IL; Tallahassee, FL; Topeka, KS; Trenton, NJ; Washington, DC

Pay and work authorization

Stated pay

Not stated

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established