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# IAM Help Desk Analyst (Remote)

- **Company:** GovCIO
- **Location:** Oklahoma City, OK, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $70,000
- **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, User Identification, Servicenow
- **Published:** November 14, 2026
- **Apply:** https://dejobs.org/x/x/CE8A9814829B4E4E9642B26CA7BDA11A/job/

## About the Role

* 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.

Clearance 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.
 * Competency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.
 * 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 help desk tickets escalated from Tier 2 help desk staff.
 * Collaborates with Tier 3 Subject Matter Experts (SMEs) to resolve escalated issues and documents the fix for future reference.
 * Assists the Operations & Maintenance (O&M) team in liaising with application development teams and IAM partners during outages and periods of degradation.
 * Develops help desk process documentation.
 * Develops help desk knowledge artifacts.
 * Prepares, generates, and submits the weekly Help Desk Report.
 * 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.
 * Provides general support to the VA Help Desk Lead, including generating help desk reports, maintaining content on SharePoint sites and the ServiceNow application, and planning and coordinating end-user and help desk training sessions.