Onsite Federal IT Help Desk Specialist

TCG; 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

Training budget

Job summary

TCG, a B Corp government contractor, seeks a Help Desk / IT Support Specialist for a high-profile Federal agency project. This onsite role in Washington, DC requires US citizenship and the ability to pass a federal clearance. You will diagnose hardware/software issues, support desktops and mobile devices, and document incidents in a ticketing system.

Five days onsite weekly. Candidates should have at least 2 years of customer service experience, strong communication, and familiarity with Jira

Qualifications

• Minimum of 2 years of customer service experience supporting web applications or information technology activities.
• 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 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.

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

Job description

TCG, a B Corp government contractor, seeks a Help Desk / IT Support Specialist for a high-profile Federal agency project. This onsite role in Washington, DC requires US citizenship and the ability to pass a federal clearance. You will diagnose hardware/software issues, support desktops and mobile devices, and document incidents in a ticketing system.

Five days onsite weekly. Candidates should have at least 2 years of customer service experience, strong communication, and familiarity with Jira