Tier 2 Helpdesk Lead (USAidam Program)

E Logic•Washington, DC

7d•Hybrid

About The Position

We are seeking a skilled Tier 2 Helpdesk Lead to provide advanced technical support for the USAidam (Identity and Access Management) program at the Executive Office for United States Attorneys (EOUSA). This role is responsible for managing the USAidam Helpdesk, ensuring timely resolution of escalated technical issues, and maintaining documentation and training materials for end users. The ideal candidate is a customer-focused IT professional with strong troubleshooting skills, experience with identity and access management systems, and the ability to lead and mentor support staff. This is a non-personal services contract position reporting directly to the Prime Contractor while receiving work direction from Government management.

Requirements

High School Diploma or equivalent
Minimum three years of experience in IT helpdesk or technical support roles, with at least one year at Tier 2 or higher
U.S. Citizenship required
Ability to obtain and maintain a Common Access Card and Public Trust clearance
Strong technical knowledge of identity and access management principles and technologies
Proficiency with Microsoft Office Suite and ticketing systems
Excellent troubleshooting, analytical, and problem-solving skills
Exceptional verbal and written communication skills
Ability to explain complex technical concepts to non-technical users
Experience working in a Federal Government environment

Nice To Haves

Bachelor's degree preferred in IT or related field
Knowledge of Agile methodologies and DevSecOps practices
Experience with SailPoint IdentityIQ, Okta Identity Engine, or similar IdAM platforms
Experience with privileged access management solutions (Okta ASA, CyberArk, etc.)
Understanding of NIST, FISMA, and FedRAMP compliance requirements
ITIL or Help Desk Institute certification

Responsibilities

Lead and manage the USAidam Helpdesk team, ensuring tickets are properly assigned and resolved within established service level agreements
Provide Tier 2 support for USAidam systems, including SailPoint IdentityIQ, Okta Identity Engine, and Okta Advanced Server Access
Resolve escalated technical issues that cannot be resolved by Tier 1 helpdesks, documenting resolution steps in Government-designated ticketing systems
Serve as the primary escalation point for complex user access issues, authentication problems, and system errors
Update and maintain job aids, quick start guides, Frequently Asked Questions, and other training materials
Flag recurring or rising issues to the Project Lead and Government Project Managers
Assist in onboarding applications to the identity platform using modern secure authentication protocols (SAML, OIDC)
Troubleshoot user access issues stemming from Okta and SailPoint integrations
Coordinate with software vendors to report and resolve bugs
Provide login and authentication assistance to internal and external users
Monitor and report on application usage via identity platforms