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Technical Support Lead

Job Locations US-Remote
Posted Date 3 days ago(2/19/2025 9:31 PM)
ID
2025-10121
# of Openings
1
Category
IT Support
Clearance
Tier 4 - High Risk (Public Trust)

Company Overview

Bravo Communications Services LLC is leading the Identity Credential Access Management Next Gen Single Sign On (ICAM NG SSO) program for the Department of Veterans Affairs. This program aims to modernize the VA's Single Sign-On (SSO) technology to enhance security, user experience, and operational efficiency.

Position Overview

The 24/7 Tech Support team will provide round-the-clock technical support for the ICAM NG SSO system. This role involves monitoring system performance, addressing technical issues, and ensuring system availability and reliability.

Responsibilities

  • Provide round-the-clock technical support for the ICAM NG SSO system.
  • Monitor system performance and address technical issues.
  • Ensure system availability and reliability.
  • Collaborate with development and operations teams.
  • Develop and maintain support documentation.
  • Conduct regular system assessments.
  • Implement and manage support tools and technologies.
  • Provide training and support to the team.
  • Develop and implement incident response plans.
  • Ensure compliance with security and regulatory requirements.

Required Experience/Qualifications

  • Proven experience in technical support.
  • Strong understanding of SSO technologies and technical support practices.
  • Excellent problem-solving and communication skills.
  • Ability to work in a 24/7 support environment.
  • Experience with monitoring and support tools.
  • Strong communication and collaboration skills.
  • Experience in incident response and management.
  • Familiarity with support frameworks and best practices.
  • Ability to work in a fast-paced environment.
  • Knowledge of software development methodologies.

Preferred Experience/Qualifications

  • Experience working with federal agencies.
  • Certification in technical support or related fields.
  • Knowledge of VA systems and processes.
  • Experience in managing technical support for large-scale systems.
  • Familiarity with federal procurement processes.
  • Knowledge of cybersecurity principles.
  • Experience in performance tuning and optimization.
  • Strong project management skills.
  • Understanding of network and infrastructure support.
  • Experience in system migration and modernization.

Special Requirements/Security Clearance

  • Ability to obtain and maintain a Public Trust

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By Light recognizes that our strength is our people. We support every employee as an individual to build strong teams across the enterprise. Our benefit package includes:

  • Medical, Dental & Vision Coverage
  • Wellness Program
  • 401(k) Matching
  • Disability (Short Term & Long Term)
  • Employee Assistance Program
  • Life Insurance
  • Education & Training
  • Generous Leave Policy (11 Federal Holidays, PTO, and Military Leave)

By Light is an Equal Opportunity and Affirmative Action Employer. All qualified candidates will receive consideration regardless of gender, race, veteran status, disability, and any other protected class in accordance with federal, state and local laws.