IAM Helpdesk Lead – Tier 2 Support (Hybrid/On-site)

E-Logic, Inc.; Washington (District of Columbia); On-site; USD 85,000 - 110,000; Full time

Job summary

E-Logic, Inc. is seeking a Tier 2 Helpdesk Lead in Washington, DC to manage the USAidam Helpdesk for EOUSA. You will lead a team, resolve escalated issues, and mentor staff while ensuring compliance with government guidelines.

The role requires 3+ years in IT support, US citizenship, CAC/Public Trust eligibility, and hands-on experience with IAM tools like SailPoint and Okta. On-site with potential for hybrid work, you will coordinate with government management and prime contractor.

Qualifications

• Minimum three years in IT helpdesk or support, with at least one year in Tier 2.
• U.S. Citizenship and ability to obtain CAC/Public Trust clearance.
• Strong knowledge of identity and access management principles.
• Experience in a Federal Government environment.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead the USAidam Helpdesk team and ensure SLA-aligned resolutions.
• Provide Tier 2 support for SailPoint IdentityIQ, Okta Identity Engine, and Okta ASA.
• Document resolutions and update training materials and job aids.
• Serve as primary escalation point for complex user access issues.
• Coordinate with vendors to report and resolve bugs.
• Onboard applications to identity platform using SAML/OIDC.
• Monitor application usage and report on identity platform metrics.

Skills

Troubleshooting

Communication (oral & written)

Leadership / mentoring

Identity and access management

Federal government environment

Education

High School Diploma or equivalent

Bachelor's degree preferred in IT or related field

Tools

Microsoft Office Suite

Ticketing systems

Job description

E-Logic, Inc. is seeking a Tier 2 Helpdesk Lead in Washington, DC to manage the USAidam Helpdesk for EOUSA. You will lead a team, resolve escalated issues, and mentor staff while ensuring compliance with government guidelines.

The role requires 3+ years in IT support, US citizenship, CAC/Public Trust eligibility, and hands-on experience with IAM tools like SailPoint and Okta. On-site with potential for hybrid work, you will coordinate with government management and prime contractor.