Onsite Federal IT Support Specialist

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

Training budget

Job summary

TCG seeking a Help Desk / IT Support Specialist for a high-profile Federal project in Washington, DC. This onsite role provides technical assistance to end-users facing hardware, software, or network issues, delivering high-quality customer service on a fast-paced government program. U.S.

citizenship and the ability to pass a Federal clearance check are required. The position is onsite five days a week in Washington, DC, with responsibilities spanning ticketing, diagnostics, and end-user

Qualifications

• 2+ years of customer service experience supporting web applications or IT activities
• 2+ years of experience troubleshooting hardware and software on PCs, web conferencing tools, and mobile devices
• Experience with a ticketing system (Jira Service Management or Remedy) and queue management
• Excellent written and verbal communication skills
• Ability to learn quickly and adapt to project requirements
• Ability to explain technical issues clearly and prioritize in a fast-paced environment
• Independent problem-solving, strong analytical skills, and customer-service mindset
• Comfort working with high-profile customers in a dynamic environment
• Basic knowledge of Microsoft Outlook, Word, and Excel

Responsibilities

• Serve as the first point of contact for end-users in person, by phone, or 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 and manage password resets
• Provide basic training on IT tools and best practices
• Collaborate with IT staff on process improvements
• Support a suite of collaboration, account management, and agency applications
• Help maintain web application structure and content
• Provide weekend/holiday morning check coverage on a rotation
• Develop new collaboration areas and advise on client support/process improvements
• Troubleshoot application issues and document bug reports
• Create and maintain user/technical documentation and training materials

Skills

Customer service

Troubleshooting

Written communication

Verbal communication

Fast-paced adaptation

Independent problem-solving

Education

Bachelor's degree or equivalent experience

Tools

Jira Service Management

Remedy

SQL basics

Microsoft Office

HTML knowledge

Job description

TCG seeking a Help Desk / IT Support Specialist for a high-profile Federal project in Washington, DC. This onsite role provides technical assistance to end-users facing hardware, software, or network issues, delivering high-quality customer service on a fast-paced government program. U.S.

citizenship and the ability to pass a Federal clearance check are required. The position is onsite five days a week in Washington, DC, with responsibilities spanning ticketing, diagnostics, and end-user