ICAM Help Desk / End User support (O&M)
Digital Global Connectors, Mc Lean, VA, United States
Identity Credential Access Management (ICAM) Help Desk / End User support (O&M)
General Information
Citizenship Required: US Citizenship
Clearance: Secret
Job Duration: Full Time
Site: Washington D.C. Metro Area
Travel: 5% or Less
Position Overview
Provide operational support for Identity, Credential, and Access Management (ICAM) services. Responsible for supporting end users with account access, authentication issues, and credential management while ensuring compliance with organizational security policies. Requires experience in identity operations, user support, and access management processes, with a strong focus on customer service and issue resolution.
Responsibilities
Provision, modify, and deprovision user accounts across enterprise systems
Assign and manage user roles and permissions based on approved requests
Support user lifecycle activities (joiner, mover, leaver processes)
Troubleshoot authentication issues including:
Password resets and account lockouts
Multi-Factor Authentication (MFA) issues
CAC/PIV card and certificate-related problems
Assist users with credential enrollment and configuration
Respond to and resolve service requests using ticketing systems (e.g., ServiceNow)
Track, document, and escalation issues as needed
Ensure timely resolution in accordance with SLAs
Investigate and resolve access issues across applications and systems
Validate user permissions and access rights
Coordinate with engineering teams for complex identity issues
Monitor identity systems for: account lockouts, failed login attempts, system alerts or outages
Perform routine maintenance tasks and support system updates
Ensure all access requests follow established ICAM policies and procedures
Maintain accurate records for audit and compliance purposes
Support access reviews and audits as needed
Education and Experience Required
Bachelor’s degree in IT, Cybersecurity, or related field (or equivalent experience)
1–4 years of experience in Help Desk, IT Support, or IAM/ICAM operations
Basic understanding of identity and access management concepts, authentication vs. authorization, multi-factor authentication (MFA)
Preferred Qualifications
Experience with:
Active Directory / Azure AD (Entra ID)
ServiceNow or similar ticketing systems
CAC/PIV card support (federal environment)
Familiarity with Okta, SailPoint, or other IAM tools, basic security frameworks (NIST, Zero Trust)
Active security clearance (Secret or higher)
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General Information
Citizenship Required: US Citizenship
Clearance: Secret
Job Duration: Full Time
Site: Washington D.C. Metro Area
Travel: 5% or Less
Position Overview
Provide operational support for Identity, Credential, and Access Management (ICAM) services. Responsible for supporting end users with account access, authentication issues, and credential management while ensuring compliance with organizational security policies. Requires experience in identity operations, user support, and access management processes, with a strong focus on customer service and issue resolution.
Responsibilities
Provision, modify, and deprovision user accounts across enterprise systems
Assign and manage user roles and permissions based on approved requests
Support user lifecycle activities (joiner, mover, leaver processes)
Troubleshoot authentication issues including:
Password resets and account lockouts
Multi-Factor Authentication (MFA) issues
CAC/PIV card and certificate-related problems
Assist users with credential enrollment and configuration
Respond to and resolve service requests using ticketing systems (e.g., ServiceNow)
Track, document, and escalation issues as needed
Ensure timely resolution in accordance with SLAs
Investigate and resolve access issues across applications and systems
Validate user permissions and access rights
Coordinate with engineering teams for complex identity issues
Monitor identity systems for: account lockouts, failed login attempts, system alerts or outages
Perform routine maintenance tasks and support system updates
Ensure all access requests follow established ICAM policies and procedures
Maintain accurate records for audit and compliance purposes
Support access reviews and audits as needed
Education and Experience Required
Bachelor’s degree in IT, Cybersecurity, or related field (or equivalent experience)
1–4 years of experience in Help Desk, IT Support, or IAM/ICAM operations
Basic understanding of identity and access management concepts, authentication vs. authorization, multi-factor authentication (MFA)
Preferred Qualifications
Experience with:
Active Directory / Azure AD (Entra ID)
ServiceNow or similar ticketing systems
CAC/PIV card support (federal environment)
Familiarity with Okta, SailPoint, or other IAM tools, basic security frameworks (NIST, Zero Trust)
Active security clearance (Secret or higher)
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