Prescient Edge is seeking a Help Desk Lead to support a Federal Government client.
Please note that the availability of this position is contingent upon contract award.
Benefits:
At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyone's success. To that end, we provide employees with a best-in-class benefits package that includes:
- A competitive salary with performance bonus opportunities.
- Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
- A substantial retirement plan with no vesting schedule.
- Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
- A positive work environment where employees are respected, supported, and engaged.
Description:
- The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
- The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
- The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
- The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
- The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.