ON SITE Tier 2 Helpdesk Lead (Must have Secret Clearance)

Required / Strongly Desired

• Lead Tier 2 support for enterprise IAM systems and receive escalations from Tier 1.
• Assign and prioritize technical tickets; ensure SLA-based response and resolution.
• Troubleshoot complex identity, authentication, account, application-access, or cybersecurity issues.
• Ensure ticket resolution documentation is complete and identify recurring/emerging issues for escalation.
• Coordinate with engineering/DevOps teams for Tier 3 resolution.
• Develop and maintain job aids, FAQs, user guides, knowledge-base articles, and training materials.

Preferred / Resume Emphasis

• Preferred exposure: SailPoint, Okta, SSO, MFA, PIV/CAC, SAML, OIDC, SCIM, Active Directory, provisioning/deprovisioning, privileged access, Federal enterprise applications.