USAidam Tier 2 Helpdesk Lead

About the Role

Smarthost Design Technologies LLC is seeking an experienced Tier 2 Helpdesk Lead to support the U.S. Department of Justice (DOJ), Executive Office for United States Attorneys (EOUSA), USAidam Professional Support Services program.

The Tier 2 Helpdesk Lead will provide technical support and leadership for help desk activities supporting the USAidam Identity and Access Management (IAM) environment. This position will oversee ticket resolution, troubleshoot escalated technical issues, maintain support documentation, identify recurring issues, and coordinate with technical teams to ensure timely resolution of user support requests.

This is a full-time position supporting a Federal Government contract, with a target start date of September 29, 2026.

What you'll do

• Lead and coordinate Tier 2 help desk support activities for the USAidam environment.
• Receive, troubleshoot, track, and resolve escalated technical support tickets.
• Monitor ticket status and support timely resolution in accordance with applicable service levels and priorities.
• Investigate recurring technical issues and coordinate resolution 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, frequently asked questions (FAQs), and technical documentation.
• Coordinate with SailPoint, Okta, cybersecurity, infrastructure, and other USAidam technical personnel.
• Support continuous improvement of help desk processes and user support activities.
• Assist with knowledge transfer and continuity of operations.

Qualifications

• Demonstrated professional experience in IT help desk, service desk, or technical support 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 supporting Federal Government or similarly complex enterprise technology environments is preferred.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Ability to coordinate effectively with users, technical specialists, and Government stakeholders.
• Ability to maintain accurate support documentation and identify recurring technical issues.
• Must possess or be able to obtain and maintain required Government suitability, security, and access requirements.

Work Location & Schedule

• Location: Washington, DC, supporting the DOJ Executive Office for United States Attorneys (EOUSA).
• Work Arrangement: Primarily onsite. Remote work may be authorized by the Government on a case-by-case basis and should not be considered a permanent remote-work arrangement.
• Schedule: Full-time, 40 hours per week, Monday through Friday.
• Core Hours: Personnel must be available during Government core operating hours of 9:00 AM to 3:30 PM Eastern Time, with remaining work hours scheduled in accordance with contract and operational requirements.
• Target Start Date: September 29, 2026.
• Employment: Contingent upon contract award and satisfaction of applicable Government suitability, security, and access requirements.

Benefits

• Medical health insurance
• Dental insurance
• 401(k) matching
• Paid time off (PTO)
• Professional development assistance