IAM Help Desk Analyst

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $54k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

👻 Ghost score 0%

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GovCIO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

🏛️ Government

🔒 Cybersecurity

Consulting • Government • Cybersecurity

GovCIO is a technology company that specializes in providing digital solutions and IT services to government agencies. Their focus is on transforming public sector operations through innovative technology, thereby enhancing the efficiency and effectiveness of government services.

📋 Description

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2 help desk staff • Collaborate with Tier 3 Subject Matter Experts to resolve escalated issues and document fixes • Assist the Operations & Maintenance team in liaising with application development teams and IAM partners during outages and periods of degradation • Develop help desk process documentation and knowledge artifacts • Prepare, generate, and submit the weekly Help Desk Report • Review end-user and help desk training documentation released to Enterprise Service Desk/Help Desk staff • Maintain project, data center, and help desk documentation in SharePoint, JIRA, GitHub, and ServiceNow • Maintain email distribution lists and send maintenance notifications for IAM SSOi, SSOe, and MPI partners • Support the VA Help Desk Lead by generating reports, maintaining SharePoint and ServiceNow content, and planning and coordinating training sessions

🎯 Requirements

• Bachelor's degree in a business or technical discipline, and 2-5 years of relevant experience (or commensurate combination of education and experience); 8 years of additional relevant experience may be substituted for the degree requirement • Good communication, analytical, and writing skills • Ability to work independently within a team-oriented environment • Ability to obtain and maintain a Suitability/Public Trust Clearance • Preferred: Experience supporting an IAM/ICAM or other IT program at the Department of Veterans Affairs or another federal civilian agency • Preferred: Familiarity with IAM/ICAM concepts and technologies, such as SSO, MFA, PKI/CAC, and Master Person Index (MPI)/identity resolution • Preferred: Competency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow • Preferred: Working knowledge of ITIL service management practices, including incident, problem, and knowledge management • Preferred: Experience developing or maintaining SharePoint sites and knowledge-base content

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