Join GovCIO as a Remote Help Desk Analyst supporting the Department of Veterans Affairs (VA) Identity and Access Management (IAM) Program.
Provide Tier 3 Help Desk support, troubleshoot IAM service issues, and collaborate with SMEs to ensure a seamless user experience. This fully remote role requires 2-5 years of experience and a Bachelor’s degree.
- Job Title: Help Desk Analyst (Remote) – Identity & Access Management (IAM);
- Company: GovCIO;
- Location: Fully Remote, USA;
- Clearance: Ability to obtain and maintain a Suitability/Public Trust clearance;
- Salary: $70,000 – $80,000 Annually.
Empower Veterans’ Access: Remote Help Desk Analyst at GovCIO
Are you a dedicated IT professional with a passion for providing exceptional support and resolving complex technical issues? GovCIO is seeking a skilled Help Desk Analyst to join our team in a fully remote capacity, supporting the Department of Veterans Affairs (VA) Identity and Access Management (IAM) program.
Position Overview:
As a Remote Help Desk Analyst, you’ll be a crucial member of the IAM Operations and Maintenance team, providing Tier 3 support and troubleshooting for various IAM services.
You’ll work closely with Tier 2 help desk staff and subject matter experts (SMEs) to diagnose and resolve escalated issues, ensuring that VA employees and partners have seamless access to critical systems and data.
This is a fully remote position within the United States, offering the flexibility to work from home while contributing to a meaningful mission. You’ll enjoy a competitive salary, comprehensive benefits, and the opportunity to make a positive impact on the lives of veterans.
Responsibilities:
- Tier 3 Support: Identify, diagnose, and resolve help desk tickets escalated from Tier 2 staff, providing timely and effective solutions.
- SME Collaboration: Work closely with Tier 3 Subject Matter Experts (SMEs) to resolve complex issues and document solutions for future reference.
- Incident Management: Assist the O&M team in liaising with application development teams and IAM partners during outages and periods of degradation.
- Documentation: Develop and maintain clear and concise help desk process documentation and knowledge artifacts.
- Reporting: Prepare, generate, and submit weekly Help Desk Reports, providing insights into support activities and trends.
- Training Material Review: Review end-user and help desk training documentation to ensure accuracy and effectiveness.
- Documentation Management: Maintain project, data center, and help desk documentation, including knowledge-based articles, in various systems (SharePoint, JIRA, GitHub, ServiceNow).
- Communication: Manage email distribution lists and send out maintenance notifications for IAM services.
- General Support: Provide support to the VA Help Desk Lead, including generating reports, maintaining content, and assisting with training session planning and coordination.
Qualifications:
- Education: Bachelor’s degree in business or a technical discipline with 2-5 years of relevant experience, or 8 years of additional experience in lieu of a degree.
- Skills:
- Proficiency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
- Strong communication, analytical, and writing skills
- Ability to work independently and collaboratively.
Clearance: Ability to obtain and maintain a Suitability/Public Trust clearance.
Quick Tips for Applicants: Stand Out as the Ideal Help Desk Analyst
- Showcase Your Help Desk and Troubleshooting Expertise: Go beyond listing your years of experience. Highlight specific examples of how you’ve successfully resolved complex technical issues, provided Tier 3 support, and collaborated with SMEs to find solutions.
- Demonstrate Your IAM Knowledge: Familiarity with Identity and Access Management concepts and technologies is a plus. If you have experience working with IAM services like IdS, Prov, CSP, SSO, eSig, AMS, or CAR, be sure to emphasize it in your application.
- Emphasize Your Communication and Documentation Skills: Effective communication is crucial in this role. Showcase your ability to interact with users at different technical levels, explain complex concepts clearly, and create concise and helpful documentation.
- Highlight Your Problem-Solving and Analytical Skills: This role requires strong problem-solving abilities and a proactive approach to issue resolution. Share examples of how you’ve diagnosed and resolved challenging technical problems, identified root causes, and implemented effective solutions.
- Express Your Passion for GovCIO’s Mission: GovCIO is dedicated to transforming government IT and making a positive impact. In your cover letter, convey your enthusiasm for this mission and your desire to contribute to improving services for veterans through your work on the IAM program.
About GovCIO
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. We are changing the face of government IT and building a workforce that fuels this mission.
GovCIO is 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.
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