IT Field Support Lead – HQ & Executive Support

Terrestris LLC; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and retirement benefits

Paid leave and professional dev.

Tuition assistance

Work‑life programs

Job summary

Terrestris LLC is seeking an IT Field Support Lead to deliver hands-on desktop and endpoint support at IRS Headquarters in Washington, DC. You will manage onsite operations, assist senior CI leadership, and drive requests through a government-grade support structure.

You will oversee hardware refreshes, OS deployments, and migrations while developing technical documentation and self-help materials. A strong background in Windows environments and Microsoft 365 is essential.

Qualifications

• Authorization to permanently work in the United States without sponsorship.
• 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.
• ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, or equivalent enterprise desktop-support/service-management certification(s).
• Must undergo a High-Risk Background Investigation and complete a 7-panel drug screening.

Responsibilities

• Oversee onsite endpoint-management and user-support operations.
• Provide daily hands-on IT support at IRS HQ, 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.

Skills

Team leadership

End-user support

Enterprise desktop support

Windows OS troubleshooting

Education

ITIL Foundation

CompTIA A+

CompTIA Network+

Microsoft Endpoint Administrator Associate

Tools

Microsoft 365

Ticketing systems

Job description

Terrestris LLC is seeking an IT Field Support Lead to deliver hands-on desktop and endpoint support at IRS Headquarters in Washington, DC. You will manage onsite operations, assist senior CI leadership, and drive requests through a government-grade support structure.

You will oversee hardware refreshes, OS deployments, and migrations while developing technical documentation and self-help materials. A strong background in Windows environments and Microsoft 365 is essential.