Tier III Help Desk Analyst (Remote)
Company OverviewGovCIO is a team of transformerspeople who are passionate about transforming government IT We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.
But we can't do it alone.
We welcome and nurture an inclusive and diversified work culture.
Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators.
We're changing the face of IT - from our diverse staff to the end-products we develop.
And we're excited to expand our team.
Are you ready to be a transformerJob OverviewGovCIO 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 III 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% virtual/work-from-home.
ResponsibilitiesCoordinates with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls.
Provides technical/functional expertise in identifying, evaluating, developing, and supporting systems.
They have the business knowledge and perspective of a particular business and the IT needs of that customer.
Requires knowledge of computer system capabilities, business processes, and work flows.
May also be functional experts in financial, program control or logistical areas.
1.
Analyzes business and technical processes to formulate and develop new and modified business information processing systems.
2.
Interfaces between systems architects/programmers and users located in a specialized area to ensure that information technology designs meet the needs of the end users within an organization.
3.
Documents product/service requirements and develops test procedures to ensure user requests are carried out.
4.
Interacts with testing requirements to ensure traceability and test coverage.
5.
Requires general-logic knowledge of system capabilities without necessarily the ability to program.
The Help Desk Analyst responsibilities include:
Identify, diagnose and resolve help desk tickets escalated from Tier II help desk staffCollaborate with Tier III Subject Matter Experts (SMEs) to resolve and document their fixAssist the Operations & Maintenance (O) team to liaison with application development teams and IAM partners during outages and periods of degradationDevelop help desk process documentationDevelop help desk knowledge artifactsPrepare, generate and submit weekly Help Desk ReportPerform reviews of end user and help desk training documentation that is released to the Enterprise Service Desk (ESD)/Help Desk staffMaintain project, data center, and help desk documentation, including knowledge based articles stored on Project SharePoint site, JIRA, GitHub, and the ServiceNowMaintain email distribution lists and send out maintenance notifications for IAM SSOi, SSOe, and MPI PartnersProvide 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 coordinationProvide Tier III project-level Service Desk functions to include evaluating, processing, tracking, reporting, and resolution of trouble ticketsMonitor ticket queues, evaluate tickets ensuring documented information is complete, correctly prioritized, and assign to appropriate Support Resources/Teams for expeditious resolutionManage Tier 3 Mailbox, collaboration workspaces, databases, and applications performanceThrough proactive system health monitoring, ensure Integrated Commercial Products with Custom Applications are always fully functioning within the client's IT and Cyber Infrastructures.
Assist with User Account provisioning for Integrated Commercial Products with Custom ApplicationsAssist with the development of the Support Environment (eg Manage Knowledge Bases and their Articles)Work independently and collaboratively with Application Development, Integration, Network, Cybersecurity, other Tier support teams, and Local Site Support teams.
Support Dev Ops with the integration of commercial products with custom applications within the client's IT and cyber infrastructuresUnderstand/learn the design and functionality of new technologies within large scale infrastructures fully and rapidlyEffectively communicate, collaborate, and work closely with multiple Support Teams, Development teams, and other Stakeholders ensuring quick resolution of issuesHandle routine tasks with no assistance and complete new assignments with general instructionsWork on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendationsWrite and follow Processes and Procedures QualificationsRequired Education, Skills, and ExperienceBachelor's Degree in engineering, or a related scientific or technical discipline is required.
At least 5 year's experience working with diverse IT projects supporting Help Desks or equivalent experience8 years of additional relevant experience may be substituted for educationPreferred Skills and ExperienceExperience and knowledge of business, functional and technical areas/disciplines and be able to conduct research on special areas.
Must have experience with proposing new solutions to problems in the areas of their functional expertise.
Experience with access management security services which include authentication, authorization, provisioning, and workflowPM-related certifications such as PMP and ITIL preferredExperience supporting or leading within the Veterans Affair Office of Information Technology, Veterans Benefits Administration, and/or Veterans Health Administration is a plusProven VA (or similar government agency) IT development track record highly desiredExperience managing/administering Department of Veterans Affairs programs; MS project, MS Office, JIRA, GitHub, ServiceNow, and SharePoint experienceCompetency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNowGood communications, analytical, and writing skillsAbility to work independently within a team-oriented environmentAbility to learn quickly, work independently, be detail-oriented, and excellent time management skillsStrong analytical, problem-solving, and conceptual skills and the ability to own a technical task and work it to completionExperience in an operations environment with extensive phone and email interaction with end users to troubleshoot user issues and gather information to support resolutionExperience with ServiceNow ticket management toolKnowledge and experience supporting software applications in hybrid hosting environmentsExperience performing System Administration within DOD hosting environments.
Estimated Salary: $20 to $28 per hour based on qualifications.
But we can't do it alone.
We welcome and nurture an inclusive and diversified work culture.
Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators.
We're changing the face of IT - from our diverse staff to the end-products we develop.
And we're excited to expand our team.
Are you ready to be a transformerJob OverviewGovCIO 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 III 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% virtual/work-from-home.
ResponsibilitiesCoordinates with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls.
Provides technical/functional expertise in identifying, evaluating, developing, and supporting systems.
They have the business knowledge and perspective of a particular business and the IT needs of that customer.
Requires knowledge of computer system capabilities, business processes, and work flows.
May also be functional experts in financial, program control or logistical areas.
1.
Analyzes business and technical processes to formulate and develop new and modified business information processing systems.
2.
Interfaces between systems architects/programmers and users located in a specialized area to ensure that information technology designs meet the needs of the end users within an organization.
3.
Documents product/service requirements and develops test procedures to ensure user requests are carried out.
4.
Interacts with testing requirements to ensure traceability and test coverage.
5.
Requires general-logic knowledge of system capabilities without necessarily the ability to program.
The Help Desk Analyst responsibilities include:
Identify, diagnose and resolve help desk tickets escalated from Tier II help desk staffCollaborate with Tier III Subject Matter Experts (SMEs) to resolve and document their fixAssist the Operations & Maintenance (O) team to liaison with application development teams and IAM partners during outages and periods of degradationDevelop help desk process documentationDevelop help desk knowledge artifactsPrepare, generate and submit weekly Help Desk ReportPerform reviews of end user and help desk training documentation that is released to the Enterprise Service Desk (ESD)/Help Desk staffMaintain project, data center, and help desk documentation, including knowledge based articles stored on Project SharePoint site, JIRA, GitHub, and the ServiceNowMaintain email distribution lists and send out maintenance notifications for IAM SSOi, SSOe, and MPI PartnersProvide 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 coordinationProvide Tier III project-level Service Desk functions to include evaluating, processing, tracking, reporting, and resolution of trouble ticketsMonitor ticket queues, evaluate tickets ensuring documented information is complete, correctly prioritized, and assign to appropriate Support Resources/Teams for expeditious resolutionManage Tier 3 Mailbox, collaboration workspaces, databases, and applications performanceThrough proactive system health monitoring, ensure Integrated Commercial Products with Custom Applications are always fully functioning within the client's IT and Cyber Infrastructures.
Assist with User Account provisioning for Integrated Commercial Products with Custom ApplicationsAssist with the development of the Support Environment (eg Manage Knowledge Bases and their Articles)Work independently and collaboratively with Application Development, Integration, Network, Cybersecurity, other Tier support teams, and Local Site Support teams.
Support Dev Ops with the integration of commercial products with custom applications within the client's IT and cyber infrastructuresUnderstand/learn the design and functionality of new technologies within large scale infrastructures fully and rapidlyEffectively communicate, collaborate, and work closely with multiple Support Teams, Development teams, and other Stakeholders ensuring quick resolution of issuesHandle routine tasks with no assistance and complete new assignments with general instructionsWork on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendationsWrite and follow Processes and Procedures QualificationsRequired Education, Skills, and ExperienceBachelor's Degree in engineering, or a related scientific or technical discipline is required.
At least 5 year's experience working with diverse IT projects supporting Help Desks or equivalent experience8 years of additional relevant experience may be substituted for educationPreferred Skills and ExperienceExperience and knowledge of business, functional and technical areas/disciplines and be able to conduct research on special areas.
Must have experience with proposing new solutions to problems in the areas of their functional expertise.
Experience with access management security services which include authentication, authorization, provisioning, and workflowPM-related certifications such as PMP and ITIL preferredExperience supporting or leading within the Veterans Affair Office of Information Technology, Veterans Benefits Administration, and/or Veterans Health Administration is a plusProven VA (or similar government agency) IT development track record highly desiredExperience managing/administering Department of Veterans Affairs programs; MS project, MS Office, JIRA, GitHub, ServiceNow, and SharePoint experienceCompetency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNowGood communications, analytical, and writing skillsAbility to work independently within a team-oriented environmentAbility to learn quickly, work independently, be detail-oriented, and excellent time management skillsStrong analytical, problem-solving, and conceptual skills and the ability to own a technical task and work it to completionExperience in an operations environment with extensive phone and email interaction with end users to troubleshoot user issues and gather information to support resolutionExperience with ServiceNow ticket management toolKnowledge and experience supporting software applications in hybrid hosting environmentsExperience performing System Administration within DOD hosting environments.
Estimated Salary: $20 to $28 per hour based on qualifications.
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