Onsite IT Help Desk Specialist – Federal Project (DC)

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

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.