Open Position: Application Support / Tier 3 Help Desk Analyst

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 an Application Support / Tier 3 Help Desk Analyst who currently lives in the Washington, DC, metropolitan area to join our project team supporting a Federal agency.

US Citizenship is required for this role. In addition, the selected applicant must submit to a government background investigation and be favorably adjudicated before their first day.

While primarily remote, this position may require occasional on-site meetings. The selected candidate must live within commuting distance of Washington, D.C.

RESPONSIBILITIES:

  • Develop a deep expertise in a complex business application to provide expert, off-script application troubleshooting to complex (i.e., Tier 3) help requests.
  • Handle basic (i.e., Tier 1) and intermediary (i.e, Tier 2) help requests from end users when needed.
  • Interface with high-level government officials and application users to resolve and address their help requests with the utmost professionalism.
  • Proactively analyze and reproduce issues encountered by users for presentation to the Federal program manager and development team.
  • Create detailed write-ups and analysis of potential issues for the development team and product owner when tickets are escalated to the application development team.
  • Work with the application development team to help them understand trouble requests
  • Support the project/client in developing, writing, and maintaining both technical and procedural documentation.
  • Support the project/client in developing self-help and other troubleshooting reference materials based on common basic (Tier 1) and intermediary (Tier 2) help requests.
  • Support the project/client in delivering high-quality webinars and training sessions.
  • Support the project/client in analyzing support ticket trends and common issues.
  • Provide professional support to facilitate front-end application administration and operations tasks, such as: bulk provisioning users, merging accounts, deactivating accounts, configuring groups, and running reports.
  • Be highly independent and motivated to systematically improve the quality of service provided by the Help Desk by defining and implementing procedures and policies.

REQUIRED SKILLS & EXPERIENCE:

  • Minimum 3 years of experience in Help Desk, Analyst, Operations, Customer Success, or other application support roles.
  • Understanding of the basic principles of customer service and support.
  • Comfort collaborating with clients and team members to define needs.
  • Demonstrates a history of learning extremely complex applications proactively
  • Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented personality
  • Exceptional interactive skills (verbal & written)
  • A “can-do” attitude that is proactive and solutions-oriented
  • Initiative and the ability to work with minimal supervision
  • Demonstrates an ability to prioritize and organize efforts in a fast-paced environment

PREFERRED SKILLS & EXPERIENCE:

  • IT Infrastructure Library (ITIL) Certification
  • Other IT-related certifications

EDUCATION:

  • Bachelor’s Degree (or equivalent)

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 2025, The Washington Post named TCG as a “Top Workplace” for the eleventh 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: IT Support Analyst, S5
Salary Range: $95,000 — $105,000

Apply Now