Help Desk / IT Support Lead-4199592

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

REQUIRED SKILLS:

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

PREFERRED SKILLS:

Leadership experience through management or mentoring more junior team members

Solid understanding of web and technology fundamentals

Experience working with developers and application testing

EDUCATION:

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 degree

TCG 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.