IAM Senior Help Desk Analyst (Remote) - GovCIO

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.

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.

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.

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 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 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

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

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

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