Tier 2 Helpdesk Lead / USAidam Helpdesk Lead

Wits Solutions Inc. (WITS) is a SBA certified Small Disadvantaged Business with headquarters in the metropolitan Washington D.C. area. WITS has been providing best-in-class solutions in professional IT and administrative consulting to various Federal, State, Local and commercial customers. At WITS, we believe in working not for our clients but with them. This is why right from the beginning; our analysts and solution-builders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future.

Job Description:

Security Clearance:

• Secret clearance, or ability to obtain Secret. Resume must state the candidate's current clearance level.

Work Experience Mandatory:

• Must be capable of providing Tier 2 support for USAidam systems, resolving issues that Tier 1 TechOne/local District IT cannot resolve, leading operation of the USAidam Helpdesk, managing ticket assignment and SLA-driven response, documenting resolutions, identifying recurring issues, and supporting job aids, training materials, and FAQs.

Education/Certifications Nice to Have:

• Degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field.
• ITIL Foundation, CompTIA Security+, A+, Network+, HDI, Microsoft, Okta, SailPoint, or related support/IAM certifications are desirable but not mandatory.

Work Experience Nice to Have:

• Same agency experience, Federal Tier 2/Tier 3 service desk support; IAM/IdAM support; SailPoint IdentityIQ; Okta; SSO/MFA; PIV/PIV-I/PIV-C/PIV-D; SAML; OIDC; SCIM; account provisioning/deprovisioning; privileged access; incident/ticket management; SLA management; user training; knowledge-based development; cybersecurity support environments.

References/Certificates/Diplomas Required:

• Three professional references for each proposed Key Person, including name, title, organization, telephone number, and email address. Resume must identify security clearance level and training, if any. Copies of certificates/diplomas are not expressly required.

Roles And Responsibilities:

• Lead day-to-day operation of the USAidam Helpdesk.
• Provide Tier 2 support for identity governance, authentication, privileged access, secure file exchange, and associated USAidam systems.
• Resolve or coordinate resolution of incidents escalated by Tier 1 TechOne and local District IT helpdesks.
• Ensure incoming tickets are properly reviewed, categorized, prioritized, and assigned.
• Ensure users receive timely responses in accordance with SLAs defined by OCIO EOPS in the EOUSA ticketing system.
• Ensure resolution steps and technical notes are fully documented and annotated before tickets are closed.
• Identify rising, recurring, or systemic technical issues and elevate them to the Project Lead and Government PMs.
• Escalate complex engineering issues to SailPoint, Okta, DevOps, or other USAidam technical resources as appropriate.
• Coordinate with engineering teams to troubleshoot Okta and SailPoint integration-related user access problems.
• Support authentication and login issues involving USAlogin, DOJ Login, SSO, MFA, PIV credentials, and associated identity technologies.
• Work with stakeholders and technical teams to identify root causes and implement effective resolutions.
• Support application owners and users during account provisioning, deprovisioning, entitlement, role, authentication, and access issues.
• Assist with updating and maintaining Job Aids, FAQs, quick-reference materials, and user training documentation.
• Support incident communications and escalation procedures for system outages or service degradation.
• Maintain complete, accurate, and audit-ready ticket records.
• Coordinate with software vendors and engineering personnel when issues require vendor-level or Tier 3 intervention.
• Provide operational information and metrics needed for weekly/monthly program reporting.
• Contribute to continuous improvement of USAidam support processes and user experience.