Help Desk / IT Support Lead

Job Description

Job Description

You've stumbled upon the rare B Corp government contractor! At TCG, we aim to prove that businesses can be good to their employees and responsible to their community while being profitable. We're an award-winning IT solutions provider to the Federal government seeking a Help Desk / IT Support Lead to join our team on a high-profile project at a Federal agency. This Help Desk/IT Support Lead is responsible for an IT support team providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering high-quality customer service.US Citizenship and the ability to pass a Federal government clearance check are required for this position.This position will be onsite in Washington, DC five days a week. RESPONSIBILITIES:Lead, mentor, and guide other help desk specialists to maintain high standards of customer service, technical troubleshooting, and ticketing accuracyAct as the senior escalation point for complex or unresolved Tier 1/2 hardware, software, and network support ticketsOversee shift and weekend/holiday coverage schedules to ensure seamless, continuous support coverage for Federal client operationsAnalyze ticketing data and key performance indicators (KPIs) to identify recurring issues, bottle-necks, and opportunities for service delivery enhancementStandardize help desk workflows, Knowledge Base articles, and Standard Operating Procedures (SOPs) to streamline resolution timesServe as a primary technical liaison between the help desk team and Federal stakeholdersServe as the first point of contact for end-users seeking technical assistance in person, via phone, or emailDiagnose and resolve hardware, software, network, and printer issuesInstall, configure, and troubleshoot desktops, laptops, mobile devices, and peripheral equipmentEscalate unresolved issues to appropriate teams or vendors as neededDocument incidents, requests, and resolutions accurately in the ticketing systemMaintain user accounts, password resets, and access rights following standard proceduresProvide basic training and guidance to users on IT tools and best practicesCollaborate with other IT staff to identify and implement process improvementsProvide user support for a suite of collaboration, account management, and agency applicationsHelp to maintain the structure and content of web applicationsProvide weekend and holiday morning check coverage on a rotational basisWork with users to develop new collaboration areas and recommend areas for client support/process improvementRecommend areas for client support/process improvementTroubleshoot application technical issues and submit bug reports and support records managementWrite and maintain user and technical documentation and develop training materials and courses REQUIRED SKILLS:A minimum of 2 years of customer service experience supporting web applications or information technology activitiesA minimum of 1 year of experience troubleshooting hardware and software issues on PCs, web conferencing tools, and mobile devices Experience using a support desk ticketing system such as Jira Service Management or Remedy and managing a queue of ticketsExcellent grammar and spelling in written communication, and excellent verbal communicationAbility to learn and contribute quickly to project requirementsAbility to explain technical issues in a clear, non-technical mannerAbility to prioritize and organize efforts in a fast-paced environmentIndependent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented personalityComfortable working with high profile customers in a fast paced environment, ever evolving environmentBasic knowledge of Microsoft Office applications to include a basic understanding of Microsoft Outlook, Word, and ExcelPREFERRED SKILLS:Leadership experience through management or mentoring more junior team membersSolid understanding of web and technology fundamentalsExperience working with developers and application testingEDUCATION:Bachelor 's degree in a relevant discipline (Computer Science, Mathematics, Information Technology or related preferred), 4 years of equivalent experience may be considered in lieu of a degreeTCG does not discriminate based on race, sex, color, religion, national origin, age, disability, caste, or veteran status.Our B Corp mission is reflected in our benefits, including offerings like health care, 401K, parental leave, adoption assistance, financial planning services, student loan repayment assistance, and training budget. There's more, see for yourself.TCG is recognized for treating employees well, in fact, in 2025 The Washington Post named TCG as a "Top Workplace" for the eleventh straight year based on how our employees feel about the company, the benefits TCG offers, and the work/life balance that our staff achieves. In the Washington Post Top Workplace survey, our CEO was ranked best by TCG employees' votes among all midsize companies.Try us ...- we'll make you happy.Salary: $80,000-95,000 commensurate with experience as judged through the interview process.