Help Desk Analyst (Remote)

Help Desk Analyst

GovCIO is seeking a Help Desk Analyst to support the Identity and Access Management (IAM) Program with the Department of Veterans Affairs (VA). The Help Desk Analyst supports the IAM Operations and Maintenance team by providing Tier 3 Help Desk and troubleshooting support to end users of the following IAM Services : Identity Services (IdS), Provisioning (Prov), Credential Service Provider (CSP), Single Sign-On Internal (SSOi), Single Sign-On External (SSOe), Electronic Signature (eSig), Authorization Management Service (AMS), and Compliance Audit and Reporting (CAR). This position is 100% remote within the United States.

The Help Desk Analyst responsibilities include :

• Identify, diagnose, and resolve help desk tickets escalated from Tier 2 help desk staff
• Collaborate with Tier 3 Subject Matter Experts (SMEs) to resolve and document their fix
• Assist the Operations & Maintenance (O&M) team to liaison with application development teams and IAM partners during outages and periods of degradation
• Develop help desk process documentation
• Develop help desk knowledge artifacts
• Prepare, generate, and submit weekly Help Desk Report
• Perform reviews of end user and help desk training documentation that is released to the Enterprise Service Desk (ESD) / Help Desk staff
• Maintain project, data center, and help desk documentation, including knowledge-based articles stored on Project SharePoint site, JIRA, GitHub, and the ServiceNow
• Maintain email distribution lists and send out maintenance notifications for IAM SSOi, SSOe, and MPI Partners
• Provide general support to the VA Help Desk Lead to include generating help desk reports, maintaining content on SharePoint sites and ServiceNow application, and end user / help desk training session planning and coordination

Qualifications

Required Skills and Experience

Bachelor's with 2 - 5 years (or commensurate experience), 8 years of additional relevant experience may be substituted for education

Bachelor's degree in business or technical discipline

Competency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow

Good communications, 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.

Company Overview

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. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer? We are 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. Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department / team performance, and market factors. Posted Salary Range USD $75,000.00 - USD $90,000.00 / Yr.