GovCIO
Tier 3 Data Quality Help Desk Analyst (Remote)
GovCIO, Denver, Colorado, United States, 80285
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
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.
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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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
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.
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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