Senior IAM Help Desk Analyst

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟠 Senior

💻 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 complex help desk tickets escalated from Tier 2 help desk staff • Collaborate with Tier 3 Subject Matter Experts to resolve escalated issues and document fixes • Lead Operations & Maintenance team coordination with application development teams and IAM partners during outages and degradation • Develop and maintain help desk process documentation, standards, and best practices • Develop and review help desk knowledge artifacts • Prepare, generate, and submit the weekly Help Desk Report and identify ticket trends for leadership • 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 • Mentor and provide technical guidance to Help Desk Analysts • Support the VA Help Desk Lead with reports, SharePoint and ServiceNow content, and training-session planning and coordination

🎯 Requirements

• 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 • 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: 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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