Helpdesk Support Lead

About Company:

About Tripoint Solutions

We are technology innovators, partnered with state-of-the-art providers, such as AWS, ServiceNow, and UiPath, to drive digital transformation in the federal space. TPS teams are bringing automation and data science into areas of the government that are crying out for fresh tech-making positive impacts felt by tens of thousands of users, countless citizens, and all six branches of the military each day. Our Agile teams are responsible for envisioning, launching, and operating the massive data systems and analytics platforms used to manage $14.5B in government procurements and $200B in military real estate assets globally. At TPS, we apply the power of cloud technologies to help the government think smarter and function better-for everyone.

TPS Company Values

• We value and respect each employee's dedicated work and unique contributions as they directly impact who we are and what we do.
• Your talent and innovative thinking bring leading-edge solutions to our customers.
• Our success is driven by the dedication of our employees.
• Employee-generated solutions have sustained our continued success and customer satisfaction

Benefit Offerings

Tripoint Solutions builds flexibility into health benefit plan choices, covers most of the monthly premiums, and helps employees build a career with impact through our generous professional development program.

We offer all full-time employees:

• Medical, Dental, Vision benefits with a national provider network
• Flexible Spending and Health Savings Accounts (FSA & HSA)
• Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental
• Supplemental Insurance
• Paid time off (PTO)
• 11 paid holidays
• 401(k) Retirement Plan
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications
• Monthly transportation, parking, and cell phone service reimbursement

Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled

About the Role:

We are seeking a highly motivated Helpdesk Support Lead to supervise and provide Level 1 and Level 2 technical support in a fast-paced, enterprise environment. This is an on-site position in Washington, DC , supporting end users through a government-furnished ticketing system that tracks, monitors, and prioritizes service requests and IT-related projects.

Location : On-site, Washington, DC

Clearance Requirements:

• Applicants selected may be subject to a government security investigation.
• USA Citizenship is required.

Responsibilities:

• Lead, mentor, and coordinate the daily activities of the helpdesk support team to ensure high-quality service delivery.
• Manage and prioritize incoming support requests, ensuring timely resolution and escalation when necessary.
• Respond to and resolve escalated technical support requests related to hardware, software, and network issues.
• Perform in-depth troubleshooting and diagnostics to identify root causes of technical problems.
• Collaborate with other IT teams to ensure seamless issue resolution and knowledge sharing.
• Maintain accurate records of support activities, solutions, and user interactions in the ticketing system.
• Assist in the deployment, configuration, and maintenance of IT equipment and software applications.
• Provide guidance and training to Tier I & II technicians to enhance their problem-solving capabilities.
• Participate in the development and implementation of helpdesk policies, procedures, and best practices.
• Escalate unresolved issues to higher-level support or vendors as appropriate while ensuring timely follow-up.

Minimum Qualifications:

• At least 3 years of experience in a helpdesk or technical support role, with a minimum of 1 year in a leadership or supervisory capacity.
• CompTIA A+, Network+, Security+, or equivalent certifications.
• Experience with ticketing systems, incident lifecycle management, and remote support tools.
• Hands-on experience with desktop/laptop hardware, printers/MFDs, mobile devices, VTC systems, and VOIP phones.
• Knowledge of Active Directory user and computer management.
• Familiarity with LAN/WAN basics and troubleshooting techniques.
• Strong customer service, communication, and documentation skills.
• Excellent problem-solving skills and the ability to communicate technical information clearly to non-technical users.
• Ability to work on-site and support assigned shifts and rotating weekends .
• Must meet eligibility requirements for government background screening.

Preferred Qualifications:

• Experience supporting government agencies or regulated IT environments.
• Familiarity with imaging systems or enterprise deployment platforms
• Familiarity with virtualization technologies and cloud-based services.
• Knowledge of cybersecurity best practices and endpoint protection solutions.
• ITIL Foundation certification or knowledge of ITIL-based processes

Physical Requirements

• Must be able to lift and move equipment up to 40 lbs.
• Ability to travel between facilities within the DC area as needed for support.
• Ability to perform on-site duties across designated shifts.

Monday thru Friday - 7am to 4pm; 8am to 5pm; 9am to 6pm; 10am to 7pm
Saturday and Sunday - 7am to 1pm or 1pm to 7pm