IAM Senior Help Desk Analyst (Remote)

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.

• 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.

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.