IT Field Support Lead

Terrestris Global Solutions • Washington, DC

5d • Onsite

About The Position

The IT Field Support Lead is responsible for managing and supporting the IRS's desktop and endpoint technology environment, ensuring employees have the tools and technical assistance they need to perform their jobs effectively. The position provides hands-on IT support at IRS Headquarters, including direct support for senior leadership and executives within the Criminal Investigation division. You will troubleshoot hardware and software issues, resolve user support tickets, install and upgrade equipment, and respond to technology outages and other technical incidents. You will also help improve the overall customer support experience by maintaining technical documentation, supporting mobility initiatives, and assisting with the implementation of modern technologies such as AI-powered support tools and chatbots.

Requirements

• Authorization to permanently work in the United States without sponsorship.
• A minimum of 5 years of experience supporting enterprise desktop support, field-services operations, or endpoint-deployment activities, including at least 2 years in a team-lead or supervisory role.
• Experience with large-scale hardware refreshes, operating-system deployments, user-migration activities, and enterprise troubleshooting in Microsoft Windows environments.
• Familiarity with Microsoft 365 applications, basic network configuration/troubleshooting, and ticketing systems is required.
• Must undergo a High-Risk Background Investigation and complete a 7-panel drug screening.

Nice To Haves

• ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, or equivalent enterprise desktop-support/service-management certification(s).

Responsibilities

• Oversee onsite endpoint-management and user-support operations for the Field Office/HQ environment.
• Provide daily hands-on IT support at IRS Headquarters, including support to HQ executives and the Chief of CI.
• Support enterprise desktop/endpoint troubleshooting, hardware/software installations, deployments, refreshes, migrations, outages, and incident resolution.
• Provide direct help-desk support when required, including answering calls, tiered support, opening/escalating tickets, and meeting SLA requirements.
• Resolve user-generated support tickets and support unplanned incidents/outages involving existing and new technologies.
• Support Mobility and other User Support programs/projects.
• Review/update existing knowledge articles; create technical-support documentation, self-help materials, user communications, installation/admin/service-desk guides, and readiness documentation.
• Support implementation and maintenance of modernized customer-support capabilities such as chatbots, AI, or other technologies.
• Provide onsite assistance for customer needs, installations, inventory activities, and other field-office technical support.
• Coordinate/escalate complex issues through the Government tiered-support structure.

Benefits

• health, financial, and retirement benefits
• paid leave
• professional development
• tuition assistance
• work-life programs
• award programs acknowledge employees for exceptional performance and superior demonstration of our service standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed