Tier 3 Data Quality Help Desk Analyst (Remote)

Overview

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.

Responsibilities

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 liaise 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

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

Bachelors 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.

Location

US-Remote

Salary Range

USD $75,000.00 - USD $90,000.00 / Yr.

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.

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