Help Desk / IT Support Specialist

You\'ve stumbled upon the rare B Corp government contractor! At TCG, we aim to prove that businesses can be good to their employees and responsible to their community while being profitable. We\'re an award-winning IT solutions provider to the Federal government seeking a Help Desk / IT Support Specialist to join our team. This on-site role in Washington, DC is responsible for providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering high-quality customer service. US Citizenship and the ability to pass a Federal government clearance check are required for this position . 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 REQUIRED SKILLS & EXPERIENCE: A minimum of 6 years of customer service experience supporting web applications or information technology activities A 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, ever-evolving environment Basic knowledge of Microsoft Office applications including a basic understanding of Microsoft Outlook, Word, and Excel PREFERRED SKILLS & EXPERIENCE: Leadership experience through management or mentoring more junior team members Experience with tracking systems/requirements databases for requirements and user story management Experience working with databases and SQL applications Solid understanding of web and technology fundamentals Experience working with developers and application testing HTML knowledge ITIL certification Atlassian accreditation or certification for Jira Service Management EDUCATION: Bachelor\'s degree in a relevant discipline (Computer Science, Mathematics, Information Technology, or related preferred), 4 years of equivalent experience may be considered in lieu of a degree TCG does not discriminate based on race, sex, color, religion, national origin, age, disability, caste, or veteran status. Our B Corp mission is reflected in our benefits, including offerings like health care, 401K, parental leave, adoption assistance, financial planning services, student loan repayment assistance, and training budget. There\'s more, see for yourself . TCG is recognized for treating employees well, in fact, in 2024 The Washington Post named TCG as a \"Top Workplace\" for the tenth straight year based on how our employees feel about the company, the benefits TCG offers, and the work/life balance that our staff achieves. In the Washington Post Top Workplace survey, our CEO was ranked best by TCG employees\' votes among all midsize companies. Try us ... we\'ll make you happy. Internal title/grade: Business Analyst, S4 Salary Range: $75,000 - $90,000 All individuals being hired to work for TCG must submit to, and successfully pass, a pre-employment background investigation prior to reporting for their first day of work. The pre-employment background investigation will include verification of employment and education, as well as, a criminal and DMV check.Additional documentation and background checks will also be required for positions that require clearance from the Federal government. #J-18808-Ljbffr