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# IAM Senior Help Desk Analyst (Remote)

- **Company:** GovCIO
- **Location:** Columbus, OH, United States (Remote available)
- **Experience:** Expert
- **Salary:** $130,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, JIRA, Biometrics, Data Centers, Github, Identity and Access Management, Knowledge Management, Public Key Infrastructure, Microsoft SharePoint, Software Engineering, 3-tier Architectures, Servicenow
- **Published:** November 14, 2026
- **Apply:** https://dejobs.org/x/x/D44C07AFE24B44C4B6A7EB259C6105EF/job/

## About the Role

* 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., * 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

## Description

* 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.