We are hiring a Tier 2 Helpdesk Lead to run identity and access support operations for a federal law enforcement customer in Washington, DC.
This is not a ticket-routing job. You will be the person who figures out why a provisioning workflow failed, why a federation broke, or why a PIV authentication is being rejected, and you will own the queue and the knowledge base while you do it.
What You Will Do
• Own day-to-day operation of the identity and access management helpdesk queue.
• Resolve SailPoint IdentityIQ and Okta issues escalated from the Tier 1 desk, to defined service levels.
• Diagnose provisioning and deprovisioning failures, aggregation and correlation errors, SSO and federation problems, and PIV and MFA authentication issues.
• Ensure every closed ticket carries complete, accurate resolution documentation.
• Spot recurring and emerging issues and raise them to program and government leadership before they become outages.
• Support application owners onboarding applications to SAML and OIDC federation.
• Keep job aids, FAQs, and user training material current.
• Supervise a part-time support analyst.
What You Need
• Hands-on Tier 2 or Tier 3 support experience with enterprise identity platforms, specifically SailPoint IdentityIQ and Okta.
• Ability to independently diagnose provisioning failures, aggregation and correlation errors, federation and SSO failures, and MFA or smart card authentication rejections.
• Working knowledge of PIV, PIV-I, PIV-C, and PIV-D credential troubleshooting.
• Track record managing a ticket queue to SLA in an enterprise ITSM tool.
• Strong technical writing: job aids, FAQs, end-user communications.
• U.S. citizenship and the ability to obtain and maintain a Secret clearance and a favorably adjudicated federal public trust investigation.
• Ability to work on-site in Washington, DC, Monday through Friday, with core hours 9:00 AM to 3:30 PM Eastern.
Nice to Have
Okta Certified Professional or Administrator, SailPoint IdentityIQ administrator training, ITIL Foundation, prior federal helpdesk experience, and Box Enterprise support experience.
Company and Benefits
Olympus Solutions offers a competitive benefits package designed to give employees personal, professional, and financial flexibility. Benefits include:
1. Medical, Dental, and Vision - Comprehensive health benefits for employees and their families.
2. Work-Life Balance - A paid time off plan and a culture that values balance, accountability, and personal well-being.
3. Career Development - Career-building opportunities, professional development, and support for training and certifications.
4. Financial Security - A 401(k) plan with a discretionary company match and no waiting period before enrollment.
5. Referral Bonuses - Eligibility for referral bonuses for qualified new-hire and business development referrals.
