Help Desk / IT Support Lead-4199592

TCG•Washington, DC

15d•Onsite

About The Position

TCG, an award-winning IT solutions provider to the Federal government and a B Corp, is seeking a Help Desk / IT Support Lead to join their team on a high-profile project at a Federal agency. This role 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. This position will be onsite in Washington, DC five days a week.

Requirements

A minimum of 2 years of customer service experience supporting web applications or information technology activities
A 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 tickets
Excellent grammar and spelling in written communication, and excellent verbal communication
Ability to learn and contribute quickly to project requirements
Ability to explain technical issues in a clear, non-technical manner
Ability to prioritize and organize efforts in a fast-paced environment
Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented personality
Comfortable working with high profile customers in a fast paced environment, ever evolving environment
Basic knowledge of Microsoft Office applications to include a basic understanding of Microsoft Outlook, Word, and Excel
US Citizenship
Ability to pass a Federal government clearance check

Nice To Haves

Leadership experience through management or mentoring more junior team members
Solid understanding of web and technology fundamentals
Experience working with developers and application testing

Responsibilities

Lead, mentor, and guide other help desk specialists to maintain high standards of customer service, technical troubleshooting, and ticketing accuracy
Act as the senior escalation point for complex or unresolved Tier 1/2 hardware, software, and network support tickets
Oversee shift and weekend/holiday coverage schedules to ensure seamless, continuous support coverage for Federal client operations
Analyze ticketing data and key performance indicators (KPIs) to identify recurring issues, bottle-necks, and opportunities for service delivery enhancement
Standardize help desk workflows, Knowledge Base articles, and Standard Operating Procedures (SOPs) to streamline resolution times
Serve as a primary technical liaison between the help desk team and Federal stakeholders
Serve as the first point of contact for end-users seeking technical assistance in person, via phone, or email
Diagnose and resolve hardware, software, network, and printer issues
Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripheral equipment
Escalate unresolved issues to appropriate teams or vendors as needed
Document incidents, requests, and resolutions accurately in the ticketing system
Maintain user accounts, password resets, and access rights following standard procedures
Provide basic training and guidance to users on IT tools and best practices
Collaborate with other IT staff to identify and implement process improvements
Provide user support for a suite of collaboration, account management, and agency applications
Help to maintain the structure and content of web applications
Provide weekend and holiday morning check coverage on a rotational basis
Work with users to develop new collaboration areas and recommend areas for client support/process improvement
Recommend areas for client support/process improvement
Troubleshoot application technical issues and submit bug reports and support records management
Write and maintain user and technical documentation and develop training materials and courses