Help Desk/IT Support Specialist-4226683

Humera; Washington (District of Columbia); On-site; USD 62,000 - 72,000; Full time

Benefits offered by this job

Health care

401K

Parental leave

Adoption assistance

Financial planning services

Student loan repayment assistance

Training budget

Job summary

TCG is seeking a Help Desk / IT Support Specialist for a high-profile federal project in Washington, DC. US citizenship and the ability to pass a federal clearance are required. Role is onsite five days a week, handling hardware, software, network issues, and user support.

Responsibilities include end-user support, ticket queue management in Jira Service Management or Remedy, and collaboration with IT teams to improve processes. Solid IT background and customer-focused service are essential.

Qualifications

• Minimum 2 years in customer service supporting web apps or IT activities.
• Minimum 2 years trouble-shooting hardware and software on PCs, web conferencing tools, and mobile devices.
• Experience using a ticketing system (Jira Service Management or Remedy) and managing a queue of tickets.
• Excellent written grammar and spelling; strong verbal communication.
• Ability to learn quickly and contribute to project requirements.
• Ability to explain technical issues clearly; ability to prioritize in a fast-paced environment.
• Independent problem-solving, strong analytical skills, and customer-service mindset.
• Comfort with high-profile customers in a fast-paced, evolving environment.
• Basic knowledge of Microsoft Office (Outlook, Word, Excel)

Responsibilities

• Serve as the first point of contact for end-users in person, by phone, or via email.
• Diagnose and resolve hardware, software, network, and printer issues.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals.
• Escalate unresolved issues to appropriate teams or vendors.
• Document incidents and resolutions in the ticketing system.
• Maintain user accounts, password resets, and access rights per procedures.
• Provide basic IT tool training and best practices to users.
• Collaborate with IT staff to implement process improvements.
• Support a suite of collaboration, account management, and agency applications.
• Help maintain web application structure and content.
• Participate in weekend/holiday morning coverage on a rotation.
• Develop new collaboration areas and recommend client-support improvements.
• Troubleshoot application issues and submit bug reports.
• Write and maintain user/technical documentation and training materials.

Skills

Customer service

IT support

Ticketing systems

Communication

Problem solving

Fast-paced environment

Education

Bachelor's degree in Computer Science or IT

Tools

Jira Service Management

Remedy

SQL

HTML

Microsoft Office

Outlook

Job description

You've stumbled upon the rare B Corp government contractor! At TCG, we aim to prove that businesses can be good to their employees and responsible to their community while being profitable. We are seeking a Help Desk / IT Support Specialist to join our team on a high-profile project at a Federal agency. This onsite role in Washington DC is responsible for 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 for this position.

This position will be onsite in Washington, DC five days a week.

RESPONSIBILITIES:

• 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 2 years 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 mannerAbility 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
• Experience with tracking systems/requirements databases for requirements and user story management
• Experience working with databases and SQL applications
• Solid understanding of web and technology fundamentals
• Experience working with developers and application testing
• HTML knowledge
• ITIL certification
• Atlassian accreditation or certification for Jira Service Management

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: $62,000-72,000 commensurate with experience as judged through the interview process.