Tier 2 IAM Helpdesk Lead – Hybrid DC

E Logic; Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Job summary

E Logic is seeking a Tier 2 Helpdesk Lead to support the USAidam Identity and Access Management program for EOUSA. This on-site role will manage the Helpdesk team, resolve escalated tickets, and maintain training materials.

The ideal candidate will have strong IdAM experience, Gov environment familiarity, and excellent communication skills. Reporting to the Prime Contractor with direction from Government management, this role requires US citizenship and eligibility for CAC/Public Trust

Qualifications

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

Responsibilities

• Lead and manage the USAidam Helpdesk team, ensuring tickets are assigned and resolved within SLAs
• Provide Tier 2 support for SailPoint IdentityIQ, Okta Identity Engine, and Okta ASA
• Resolve escalated issues and document resolution steps in government ticketing systems
• Act as primary escalation point for complex user access issues and system errors
• Maintain and update job aids, guides, and FAQs

Skills

Tier 2 support

Identity & Access Management

Troubleshooting

Customer service

Verbal and written communication

Education

High School Diploma

Bachelor's degree preferred

Tools

Ticketing systems

Microsoft Office Suite

Job description

E Logic is seeking a Tier 2 Helpdesk Lead to support the USAidam Identity and Access Management program for EOUSA. This on-site role will manage the Helpdesk team, resolve escalated tickets, and maintain training materials.

The ideal candidate will have strong IdAM experience, Gov environment familiarity, and excellent communication skills. Reporting to the Prime Contractor with direction from Government management, this role requires US citizenship and eligibility for CAC/Public Trust