Admin Jobs

About The Position

Requirements

• Minimum of 8 years’ overall IT experience with a minimum of 6 years of Help Desk experience.
• Provide onsite help desk support to EOUSA ends users at multiple Washington, D.C. locations between the hours of 7:00AM to 6:00PM for a base 40-hour work week with the ability to flex hours to cover various shifts.
• Experience motivating, and coaching, support staff -ensuring effective team collaboration and development.
• Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking; user complaint and monitoring programs; and quality control programs.
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials & stakeholders.
• Proven experience with IT support, training, problem resolution, and customer satisfaction.
• Currently holds an A+ certification with the ability to maintain active certification status.
• Proficiency in Microsoft suite: Word, PowerPoint, Excel, etc.
• Ability to produce and provide reports for management and leadership status updates.
• Must be able to obtain up to a TS clearance.

Nice To Haves

• Information Technology Infrastructure Library V4 (ITIL 5) certification.
• A bachelor’s degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field.

Responsibilities

• Serve as a primary point of contact for end users seeking assistance with hardware, software, network connectivity, and enterprise systems.
• Diagnose and resolve incidents through remote tools, phone support, and in-person troubleshooting.
• Document all incidents, service requests, and resolutions within the organization’s ticketing system.
• Escalate complex technical issues to Tier 2/Tier 3 teams following established escalation paths.
• Coordinate with IT teams (Infrastructure, Security, Applications) to ensure seamless support delivery.
• Provide clear, user-friendly explanations and guidance to technical and non-technical staff.
• Provide excellent customer service in all interactions, maintaining professionalism and clarity.
• Communicate planned outages, updates, and resolutions to affected stakeholders.
• Foster a customer-centric culture within the Help Desk team.
• Oversee the daily operations of the Help Desk, ensuring timely response and resolution of incoming tickets.
• Assign, monitor, and balance workload among team members to maintain service standards.
• Provide minimal supervisory duties as needed.
• Serve as a point of contact for escalated customer concerns, ensuring issues are resolved professionally.

Benefits

• health, dental, and vision insurance
• health savings accounts
• a 401(k) savings plan
• disability coverage
• life and accident insurance
• employee assistance program
• legal plan
• discounts on things like home, auto, and pet insurance
• paid time off
• paid holidays
• paid parental leave
• military leave
• bereavement leave
• any applicable federal and state sick leave
• company recognition program to receive monetary or non-monetary recognition awards