IAM Help Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify, assess, and resolve help desk tickets escalated from Tier 2 help desk personnel.

• Collaborate with Tier 3 Subject Matter Experts to address escalated issues and document solutions.

• Assist the Operations & Maintenance team in coordinating with application development teams and IAM partners during system outages and degradation periods.

• Create help desk process documentation and knowledge resources.

• Prepare, compile, and submit the weekly Help Desk Report.

• Review training materials for end-users and help desk staff released to the Enterprise Service Desk/Help Desk team.

• Maintain documentation related to projects, data centers, and help desk activities in SharePoint, JIRA, GitHub, and ServiceNow.

• Manage email distribution lists and send maintenance notifications for IAM SSOi, SSOe, and MPI partners.

• Support the VA Help Desk Lead by generating reports, maintaining content in SharePoint and ServiceNow, and organizing and coordinating training sessions.

⛳️ Requirements

• A Bachelor's degree in a business or technical field, along with 2-5 years of relevant experience (or an equivalent combination of education and experience); 8 years of additional relevant experience may be accepted in lieu of the degree requirement.

• Strong communication, analytical, and writing skills.

• Capability to work independently while contributing to a team-oriented atmosphere.

• Eligibility to obtain and maintain a Suitability/Public Trust Clearance.

• Preferred: Experience in supporting an IAM/ICAM or other IT programs at the Department of Veterans Affairs or another federal civilian agency.

• Preferred: Understanding of IAM/ICAM concepts and technologies, including SSO, MFA, PKI/CAC, and Master Person Index (MPI)/identity resolution.

• Preferred: Proficiency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.

• Preferred: Familiarity with ITIL service management practices, including incident, problem, and knowledge management.

• Preferred: Experience in developing or maintaining SharePoint sites and knowledge base content.

🏝️ Benefits

• Competitive salary with opportunities for career advancement.

• Comprehensive benefits package including health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Professional development opportunities and training programs.