Help Desk Lead — Onsite IT Support for Federal Agency

TCG; Washington (District of Columbia); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health care

401K

Parental leave

Training budget

Job summary

TCG, a B Corp government contractor, seeks a Help Desk / IT Support Lead for a high-profile Federal agency project in Washington, DC. Lead, mentor, and escalate complex Tier 1/2 issues, manage shifts, analyze KPIs, and standardize workflows while delivering excellent customer service.

US Citizenship and the ability to pass a Federal clearance check are required; onsite five days a week. Experience with Jira Service Management or Remedy, training staff, and collaborating with Federal stakeholders

Qualifications

• Minimum 2 years of customer service experience supporting web applications or IT activities.
• Minimum 1 year of experience troubleshooting hardware and software on PCs, web conferencing tools, and mobile devices.
• Experience using a support desk ticketing system (e.g., Jira Service Management or Remedy).
• Excellent written and verbal communication skills.
• Ability to learn quickly and explain technical issues clearly.

Responsibilities

• Lead, mentor, and guide the help desk team to maintain high service standards.
• Escalate complex Tier 1/2 tickets and coordinate with vendors as needed.
• Oversee shift coverage to ensure continuous Federal client support.
• Analyze tickets and KPIs to identify recurring issues and improvements.
• Standardize workflows, Knowledge Base articles, and SOPs.
• Serve as liaison between help desk and Federal stakeholders.
• Provide user support in person, by phone, or email, and troubleshoot hardware, software, and network issues.
• Document incidents and resolutions in the ticketing system.
• Maintain user accounts and access rights; perform password resets.

Skills

Customer service

Communication skills

Analytical thinking

Problem solving

Time management

Fast-paced environment

Adaptability

Education

Bachelor's degree

Tools

Jira Service Management

Remedy

Microsoft Office

Outlook

Windows OS

Web conferencing tools

Job description

TCG, a B Corp government contractor, seeks a Help Desk / IT Support Lead for a high-profile Federal agency project in Washington, DC. Lead, mentor, and escalate complex Tier 1/2 issues, manage shifts, analyze KPIs, and standardize workflows while delivering excellent customer service.

US Citizenship and the ability to pass a Federal clearance check are required; onsite five days a week. Experience with Jira Service Management or Remedy, training staff, and collaborating with Federal stakeholders