TCG is an award-winning Government technology solutions provider. In anticipation of an upcoming award, we are seeking a Help Desk Analyst/Writer to join our team. The Help Desk Analyst/Writer is responsible for help desk management, analysis, and technical writing. While this is primarily a telecommuting role, applicants must live within a commutable distance of Washington, D.C.

US Citizenship and the ability to pass and maintain a Federal government (Public Trust) clearance is required for this position.

RESPONSIBILITIES:

  • Ability to provide detailed, comprehensive, testable and traceable process components related to help desk operations and management
  • Provide new and update existing end-user documentation including user guides, help articles, and frequently asked questions pages
  • Deliver email and phone support to users to answer questions and identify support requests as Tier 1, Tier 2, or Tier 3 support
  • Resolve requests categorized as Tiers 1 and 2; follow escalation procedures for Tier 3
  • Follow a standard procedure to manage and resolve inquiries, track support desk tickets, and report on response metrics via the dashboard and associated inclusion in the monthly status reports
  • Responding to ad hoc requests for information and assistance from system users
  • Iteratively improve the customer service desk by identifying opportunities to automate common tasks and by implementing and updating the customer service support manual

REQUIRED SKILLS:

  • Minimum of 2 years relevant experience
  • Strong written and verbal communication skills
  • Experience with the Atlassian suite (Jira/Confluence)

PREFERRED SKILLS:

  • Experience developing systems for federal shared services
  • Knowledge of transportation data and analytics
  • Experience with Big Data projects

EDUCATION:

  • Bachelor’s degree

Naturally, TCG, Inc. does not discriminate on the basis of race, sex, color, religion, national origin, age, disability, veteran status, or anything else that makes you part of any group. We discriminate on the basis of talent, ability, commitment, and experience.

We pay competitive wages and provide excellent benefits. We have a 401K plan, a health plan that includes dental and vision benefits, pet health insurance, support for emergency child care and gym memberships, a generous training budget for each employee, employee-led (and TCG, Inc. paid) social events, company charity events, free theater and sports tickets, and much more.

In fact, in 2020 Fortune magazine named TCG, Inc. as a “Great Place to Work” for the fifth year in a row and The Washington Post named TCG, Inc. as a “Top Workplace” for the sixth straight year, based on how our employees feel about the company, the benefits TCG, Inc. offers, and the work/life balance that our staff are able to achieve.

Try us … we’ll make you happy.