IT & AV Desktop Support Technician

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking an IT
Field Support Lead to support the Internal Revenue Service's (IRS) Criminal Investigations (CI) Client Management Support Services (CMSS) & U.S. Windows Client OS Support and Onsite Services contract at the IRS Headquarters in Washington, DC.

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

What will the IT Field Support Lead at Terrestris do?

What does a typical day look like for an IT Field Support Lead?

• Oversee onsite endpoint-management and user-support operations for the Field Office/HQ environment.
• Provide daily hands-on IT support at IRS Headquarters, 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.

What qualifications do you look for?

• Authorization to permanently work in the United States without sponsorship.
• A minimum of 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.
• Must undergo a High-Risk Background Investigation and complete a 7-panel drug screening.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.