Tier 3 Data Quality Help Desk Analyst (Remote)
US-Remote
Careers (External)
Req #: 6798
Type: Full-Time
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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: 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.
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