Tier 2 Helpdesk Lead

Calista Corporation•Washington, 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 position provides leadership and technical support for the USAidam Helpdesk and serves as the primary escalation point for Identity and Access Management (IdAM) issues that Tier 1 personnel cannot resolve. The Tier 2 Helpdesk Lead oversees the assignment, investigation, resolution, escalation, and documentation of requests related to USAidam systems and services. The PWS designates this role as Key Personnel. The role works with users, Government Program and Project Managers, Contractor technical teams, and USAidam engineers to resolve issues, identify recurring problems, maintain service levels, and improve helpdesk operations. It also contributes to user documentation, job aids, FAQs, and training materials.

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.
Ability to troubleshoot complex technical issues and coordinate with engineering or development teams when escalation is required.
Experience working within established 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 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 service-level requirements.
Respond to users in a timely manner and ensure support activities comply with EOUSA OCIO EOPS SLAs and use the Government-designated ticketing system.
Troubleshoot and resolve technical and user-access issues involving USAidam systems and services.
Document troubleshooting activities, resolutions, corrective actions, and closure information in Government-designated ticketing systems.
Identify emerging, recurring, or systemic issues and report 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 user-access issues related to Okta and SailPoint integrations, including authentication, account provisioning and deprovisioning, entitlements, and access.
Provide elevated support for USAidam issues that the Government's Tier 1 helpdesk cannot resolve within established service levels.
Support users with authentication and login issues involving USAidam applications and services.
Collaborate 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.
Help 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, and other relevant USAidam events.
Identify opportunities to improve support processes, documentation, issue resolution, and the end-user experience.
Maintain awareness of USAidam system 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.