Helpdesk Support Lead

Tripoint Solutions LLC • Washington, DC

1d • Onsite

About The Position

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.

Requirements

• 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.
• USA Citizenship is required.

Nice To Haves

• 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

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees