Tier 2 Helpdesk Lead (USAidam Program)

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., * 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

• High School Diploma or equivalent (Bachelor’s degree preferred in IT or related field)
• 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
• Knowledge of Agile methodologies and DevSecOps practices

Preferred Qualifications

• 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, Agile Programming Methodologies, Analysis Skills, Authentication, Cisco ASA (Adaptive Security Appliance), Communication Skills, Customer Relations, Documentation, FISMA - Federal Information Security Management Act, Federal Government, Genetics, Government, Help Desk, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Leadership, Mentoring, Microsoft Office, Onboarding, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Management, Regulatory Compliance, Security Assertion Markup Language (SAML), Security Protocols, Service Level Agreement (SLA), Software Debugging, Technical Support, Time Management, U.S. National Institute of Standards and Technology (NIST), United States Citizen, Work From Home, Writing Skills

Schedule & Work Conditions

• Core operating hours: 9:00 AM to 3:30 PM Eastern Time, Monday through Friday
• Primary place of performance: EOUSA Headquarters, 3CON Building, 175 N Street NE, Washington, DC
• Remote work may be authorized on a case-by-case basis
• Federal holidays observed

Equal Opportunity Employer