T-Rex Solutions is looking to select an IT Service Desk Lead to support our Department of Commerce (DOC) Office of Solution and Service Delivery (OSSD) customer. Within the DOC, the OSSD provides IT support for the Department of Commerce’s Office of the Chief Information Officer (OCIO), Office of the Secretary (OS), and other bureau partners. Under this program, we will provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues. It includes help desk operations, incident management, service request fulfillment, and escalation handling from Tier 0 through Tier 3 support. Service hours of support are Monday through Friday 7:00am-6:00pm (desk-side support) and (walk-up help desk) or as needed such special events or emergency requirements. Work is performed on-site at the Herbert Hoover building in Washington, DC.

Responsibilities

Oversee the day-to-day activities of the Tier 2 service-desk operations to ensure end users receive the IT support required.
Investigate and resolve escalated incidents from Tier 1 using advanced diagnostic tools, system logs, and root cause analysis. Apply specialized technical knowledge to resolve hardware, software, and system configuration issues in accordance with established SOPs.
Process and complete service requests requiring elevated privileges or deeper technical intervention, such as complex account configurations, system patching, software deployment, or device management tasks.
Support problem management activities by identifying root causes and contributing to permanent fixed for recurring incidents.
Provide onsite service desk support to troubleshoot, repair and resolve issues for laptops, desktops, tablets, mobile devices, and peripherals (e.g. printers, scanners, plotters, monitors, etc.) for customers. This desk is an area that customers visit to receive same day support.
Provide desk-side support to troubleshoot, repair, and resolve issues for a wide range of installed computer systems such as laptops, desktops, tablets, mobile devices, and peripherals (e.g. printers, scanners, plotters, monitors, etc.) for customers. In cases when a field technician is dispatched to resolve an incident, ensure that the technician is fully prepared to diagnose and resolve the incident on the first visit.
Provide technical support for remote customers via telephone, online chat, email, or using secure remote access product.
Escalate unresolved or complex incidents to Tier 3 or vendor support as necessary, ensuring all troubleshooting actions and findings are documented within the ITSM system. Maintain communication with Tier 1 and end users to provide status updates until resolution.
Support enterprise systems, applications, and infrastructure components as assigned. Conduct configuration reviews, system performance checks, and corrective actions to maintain service stability and reliability.
Document resolutions, workarounds, and lessons learned to update knowledge base articles and improve Tier 1 troubleshooting capabilities. Provide technical feedback to improve SOPs, workflows, and service efficiency.
Prior to closing any incident, validate with the impacted end user that the service has been fully resolved.
Collaborate with IT support teams to identify, analyze, and resolve issues and trends impacting the end-user environment, including proactively addressing recurring incidents and underlying problems to improve service stability and user experience.
Develop, update, and maintain end-user outreach and communication methods and materials to ensure users are informed of outages and upcoming changes to the IT environment.
Support approved change implementations and validate post-change functionality for Tier 2 supported systems.
Provide written input to Tier 1 or other end users including SOP's, "how-to" and troubleshooting guides, and training materials/procedures.
Coordinate with Tier 0, Tier 1, and Tier 3 support teams to ensure consistent service delivery and knowledge sharing.