Tier 2 Helpdesk Lead

Yulista Solutions•Washington DC, DC

About The Position

StraitSys Inc. is seeking a Tier 2 Helpdesk Lead to support the Department of Justice (DOJ), Executive Office for United States Attorneys (EOUSA), Office of the Chief Information Officer (OCIO), Cybersecurity Services (CSS) Identity and Access Management (USAidam) Program in Washington, DC. The role provides leadership and technical support for the USAidam Helpdesk and serves as the primary escalation point for Identity and Access Management issues that Tier 1 support personnel cannot resolve. The Tier 2 Helpdesk Lead oversees the timely assignment, investigation, resolution, escalation, and documentation of requests involving USAidam systems and services. The position works with users, Government Program and Project Managers, Contractor technical teams, and USAidam engineers to resolve technical issues, identify recurring problems, maintain service levels, and improve helpdesk operations. It also contributes to user documentation, job aids, FAQs, and training materials. The PWS designates the Tier 2 Helpdesk Lead as Key Personnel.

Requirements

Demonstrated experience providing Tier 2 or higher-level technical support in an enterprise IT environment.
Demonstrated experience leading, coordinating, or providing senior-level support in a technical helpdesk or service desk environment.
Experience troubleshooting user account, authentication, access, application, and/or system-related issues.
Experience managing escalated technical support requests that Tier 1 support cannot resolve.
Experience using enterprise ticketing or IT service management systems to assign, track, document, escalate, and close support requests.
Demonstrated ability to troubleshoot complex technical issues and coordinate with engineering or development teams when escalation is required.
Experience working within SLAs and managing support activities to meet response and resolution expectations.
Experience identifying recurring technical issues, trends, root causes, and potential corrective actions.
Experience developing and maintaining technical support documentation, such as job aids, FAQs, knowledge articles, and/or user training materials.
Strong written and verbal communication skills, including the ability to explain technical concepts to technical and non-technical users.
Strong customer service, problem-solving, organization, documentation, and prioritization skills.
Ability to work effectively with Government stakeholders, end users, technical SMEs, engineers, and Contractor leadership in a mission-focused environment.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related discipline.
ITIL Foundation or another IT Service Management (ITSM) certification.
Relevant technical or cybersecurity certifications.
Previous experience supporting DOJ, EOUSA, or another Federal Government organization.
Experience supporting enterprise Identity and Access Management (IAM/IdAm) systems.
Experience supporting SailPoint IdentityIQ and/or Okta Identity Engine.
Experience troubleshooting Single Sign-On (SSO), Multi-Factor Authentication (MFA), account provisioning/deprovisioning, identity lifecycle, entitlement, or access-management issues.
Familiarity with authentication and federation technologies and standards such as PIV, SAML, OIDC, SCIM, and Okta Verify.
Familiarity with privileged access management (PAM) technologies and processes.
Familiarity with Federal cybersecurity, access-control, identity-management, and Zero Trust requirements.
Experience supporting cloud and hybrid computing environments.
Experience working in a DevOps or DevSecOps environment and coordinating technical issues with development and engineering teams.
Experience creating user-facing technical documentation and knowledge-base content.

Responsibilities

Lead and oversee day-to-day operations of the USAidam Tier 2 Helpdesk.
Serve as the primary escalation point for USAidam issues that Tier 1 support personnel, including TechOne and local District IT helpdesks, cannot resolve.
Review, prioritize, assign, track, escalate, and resolve incoming helpdesk tickets in accordance with applicable service-level requirements.
Provide timely user responses and ensure support complies with EOUSA OCIO EOPS SLAs within the Government-designated ticketing system.
Troubleshoot and resolve technical and user-access issues associated with USAidam systems and services.
Accurately document troubleshooting activities, resolutions, corrective actions, and closure information in Government-designated ticketing systems.
Identify emerging, recurring, or systemic issues and elevate trends to the Project Manager/Project Lead, Government PMs, and appropriate technical SMEs.
Coordinate escalated issues with USAidam DevOps engineers and other technical resources when engineering support is needed.
Support troubleshooting of Okta and SailPoint integration issues, including authentication, account provisioning and deprovisioning, entitlement, and access issues.
Provide elevated support for issues the Government's Tier 1 helpdesk cannot resolve within established service levels.
Support users experiencing authentication and login issues with USAidam applications and services.
Work with stakeholders and software vendors, as appropriate, to identify and resolve technical and software-related problems.
Assist in identifying potential impacts of system outages, performance degradation, changes, releases, and other operational events.
Develop, maintain, and update job aids, FAQs, user training materials, quick-start guides, and other support documentation.
Support user communications about system changes, known issues, outages, maintenance activities, and other USAidam events.
Identify opportunities to improve support processes, documentation, issue resolution, and the end-user experience.
Maintain awareness of USAidam changes, releases, enhancements, and known issues to prepare the Helpdesk to support users.
Coordinate with Contractor leadership and Government stakeholders to provide visibility into helpdesk performance, recurring issues, escalations, and areas requiring corrective action.