Tier 2 Helpdesk Lead – IAM & Federal Support (Washington, DC)

smarthostjobs; Washington (District of Columbia); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Medical health insurance

Dental insurance

401(k) matching

Paid time off (PTO)

Professional development assistance

Job summary

Smarthost Design Technologies LLC is seeking an experienced Tier 2 Helpdesk Lead to support the USAidam IAM environment for the DOJ EOUSA program. The role leads Tier 2 activities, coordinates with SailPoint and Okta, and ensures timely ticket resolution onsite in Washington, DC.

You will troubleshoot escalated issues, maintain documentation, develop user guides, and contribute to continuous improvement while meeting government security requirements and contract obligations.

Qualifications

• Experience in IT help desk or service desk environments.
• Experience providing Tier 2 technical support and resolving escalated user issues.
• Experience with ticket management, troubleshooting, escalation, and technical documentation.
• Familiarity with Identity and Access Management (IAM), authentication, account access, or related enterprise IT environments.
• Experience with Federal Government or similarly complex enterprise technology environments preferred.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Ability to coordinate with users, technical specialists, and Government stakeholders; maintain accurate support documentation.
• Must possess or be able to obtain Government suitability, security, and access requirements.

Responsibilities

• Lead and coordinate Tier 2 help desk activities for the USAidam environment.
• Receive, troubleshoot, track, and resolve escalated technical support tickets.
• Monitor ticket status and support timely resolution per SLAs and priorities.
• Investigate recurring technical issues and coordinate with appropriate technical teams.
• Escalate complex identity, authentication, and access-related issues when necessary.
• Maintain accurate ticket documentation, troubleshooting procedures, and resolution records.
• Develop and maintain user support materials, including job aids and FAQs.
• Coordinate with SailPoint, Okta, cybersecurity, infrastructure, and other USAidam personnel.
• Support continuous improvement of help desk processes and user support activities.
• Assist with knowledge transfer and continuity of operations.

Skills

IT help desk experience

Tier 2 support

Ticket management

Documentation

IAM familiarity

Customer service skills

Government contract experience

Tools

SailPoint

Okta

Job description

Smarthost Design Technologies LLC is seeking an experienced Tier 2 Helpdesk Lead to support the USAidam IAM environment for the DOJ EOUSA program. The role leads Tier 2 activities, coordinates with SailPoint and Okta, and ensures timely ticket resolution onsite in Washington, DC.

You will troubleshoot escalated issues, maintain documentation, develop user guides, and contribute to continuous improvement while meeting government security requirements and contract obligations.