{"id":716523,"url":"https://alion.io/job/smarthost-usaidam-tier-2-helpdesk-lead","title":"USAidam Tier 2 Helpdesk Lead","company":{"id":685826,"name":"SmartHost","domain":"smarthost.net","url":"https://alion.io/company/smarthost-2","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":191000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":107},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"Okta","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-03T18:02:45Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-11-02T09:03:38Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":59},"description":"About Smarthost Design Technologies LLC\nSmarthost Design Technologies (Smarthost) is a growing innovative information technology and services solution provider. As an SBA 8(a) small business, our customer base spans the commercial and public sectors. With over 15 years of experience providing cybersecurity, cloud, IT infrastructure, and helpdesk support services, our solution and customer satisfaction depends highly on our People strategy. Thus we are interest in you if you have the passion, commitment for your expertise. As an ISO 2015 company, quality is at the heart of our processes. Our company values are fashioned to provide an environment where every team member is welcome and encouraged to participate as a team working together to build a company that others would reckon with.\nAbout the Role\nSmarthost 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.\nThe 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.\nThis is a full-time position supporting a Federal Government contract, with a target start date of September 29, 2026.\nWhat you'll do\nLead and coordinate Tier 2 help desk support activities for the USAidam environment.\nReceive, troubleshoot, track, and resolve escalated technical support tickets.\nMonitor ticket status and support timely resolution in accordance with applicable service levels and priorities.\nInvestigate recurring technical issues and coordinate resolution with appropriate technical teams.\nEscalate complex identity, authentication, and access-related issues when necessary.\nMaintain accurate ticket documentation, troubleshooting procedures, and resolution records.\nDevelop and maintain user support materials, including job aids, frequently asked questions (FAQs), and technical documentation.\nCoordinate with SailPoint, Okta, cybersecurity, infrastructure, and other USAidam technical personnel.\nSupport continuous improvement of help desk processes and user support activities.\nAssist with knowledge transfer and continuity of operations.\nQualifications\nDemonstrated professional experience in IT help desk, service desk, or technical support environments.\nExperience providing Tier 2 technical support and resolving escalated user issues.\nExperience with ticket management, troubleshooting, escalation, and technical documentation.\nFamiliarity with Identity and Access Management (IAM), authentication, account access, or related enterprise IT environments.\nExperience supporting Federal Government or similarly complex enterprise technology environments is preferred.\nStrong customer service, communication, troubleshooting, and problem-solving skills.\nAbility to coordinate effectively with users, technical specialists, and Government stakeholders.\nAbility to maintain accurate support documentation and identify recurring technical issues.\nMust possess or be able to obtain and maintain required Government suitability, security, and access requirements.\nWork Location & Schedule\nLocation: Washington, DC, supporting the DOJ Executive Office for United States Attorneys (EOUSA).\nWork 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.\nSchedule: Full-time, 40 hours per week, Monday through Friday.\nCore 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.\nTarget Start Date: September 29, 2026.\nEmployment: Contingent upon contract award and satisfaction of applicable Government suitability, security, and access requirements.\nBenefits\nMedical health insurance\nDental insurance\n401(k) matching\nPaid time off (PTO)\nProfessional development assistance","description_format":"text","description_chars":4294,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Government","Managed IT Services (MSP)","Web Hosting & VPS"],"lifecycle":[{"event":"open","at":"2026-09-11T06:11:53Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.461,"p_room":0.35,"age_days":59,"expected_fill_days":26,"reasons":["conf:1","win:tail"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/smarthost-usaidam-tier-2-helpdesk-lead","json_url":"https://alion.io/job/smarthost-usaidam-tier-2-helpdesk-lead.json","meta":{"generated_at":"2026-11-02T12:58:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17664,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685826},"rest":"https://alion.io/mcp/rest/get_company?id=685826"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmarthost-usaidam-tier-2-helpdesk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmarthost-usaidam-tier-2-helpdesk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmarthost-usaidam-tier-2-helpdesk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smarthost-usaidam-tier-2-helpdesk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmarthost-usaidam-tier-2-helpdesk-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":716523}},{"tool":"search_jobs","arguments":{"company":"smarthost.net","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":716523},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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