ZipRecruiter

Log In

1

Help Desk Co Jobs in Washington (NOW HIRING)

BTI

Help Desk Manager

Washington, DC · On-site

The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the ...

Agile Defense

Help Desk Analyst

Quantico, VA · On-site

$22 - $30.25/hr

Help Desk Analyst Location: Quantico, VA Clearance Level: Secret, Must Have Clearance to Start Required Certification(s): IAM I (CAP, CND, Cloud+, GSLC, Security+ CE) The Help Desk Analyst provides ...

ManTech

Help Desk Specialist

Annapolis Junction, MD · On-site

$75K - $125K/yr

The Help Desk Specialist will support hybrid cloud infrastructure operations, incident response and ... Must communicate with co-workers, management, and customers, via email, phone, and or virtual ...

Quevera LLC

Help Desk Specialist

Annapolis Junction, MD · On-site

Quevera is seeking a Help Desk Specialist to join our team. At Quevera, we don't just offer jobs ... Document and communicate outage information to co-workers and customers. * Provide tier 1 response ...

Collabera

Help Desk Analyst

Ashburn, VA · On-site

$21 - $28.75/hr

Location: Ashburn, VA & Highlands Ranch, CO Duration: 1 year. Interview: Phone and In-person ... a technical customer support/helpdesk environment. Demonstrated analytical abilities in ...

next page

Showing results 1-20

All JobsHelp Desk Co JobsHelp Desk Co Jobs in Washington

Help Desk Co information

What is the difference between Help Desk Co vs Technical Support Specialist?

AspectHelp Desk CoTechnical Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Network+
Work EnvironmentHelp desk, call centers, remote supportHelp desk, remote support, on-site troubleshooting
Industry UsageIT services, customer supportIT, software, hardware support

Help Desk Co and Technical Support Specialist roles often share certifications and work environments, focusing on troubleshooting and customer support. However, Help Desk Co typically handles initial user issues via phone or email, while Technical Support Specialists may provide more in-depth technical assistance, including hardware repairs or software configuration. Both roles are essential in IT support, with overlapping skills but differing in scope and complexity.

How do I get into a help desk role?

To enter a help desk role, candidates typically need a high school diploma or equivalent, along with basic computer skills and knowledge of operating systems and common software. Relevant certifications such as CompTIA A+ can improve job prospects, and strong communication skills are essential for assisting users effectively.
Help Desk Co jobs near you
Infographic showing various Help Desk Co job openings in Washington as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 26% Part Time, and 3% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

Help Desk Manager

Washington, DC • On-site

Business Technology Integrators
See more jobs at Business Technology Integratorsexternal

Full-time

Posted 10 days ago

Job description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.
Company Overview:
The U.S. Equal Employment Opportunity Commission (EEOC) is responsible for enforcing federal laws that make it illegal to discriminate against a job applicant or an employee because of the person's race, color, religion, sex (including pregnancy, childbirth, or related conditions, transgender status, and sexual orientation), national origin, age (40 or older), disability or genetic information.
Most employers with at least 15 employees are covered by EEOC laws (20 employees in age discrimination cases). Most labor unions and employment agencies are also covered.
The laws apply to all types of work situations, including hiring, firing, promotions, harassment, training, wages, and benefits.
Position Overview
The Help Desk Manager will oversee Enterprise Help Desk operations supporting the U.S. Equal Employment Opportunity Commission. This position is responsible for managing daily service desk operations, supervising help desk personnel, allocating resources, monitoring ticket performance, and ensuring end-user technical issues are resolved within established service-level requirements.
The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the designated management authority for reviewing and approving escalated ticket resolutions and closures.
Key Responsibilities
  • Oversee the daily operations and performance of the EEOC Enterprise Help Desk.
  • Manage, supervise, and provide guidance to help desk personnel responsible for handling technical incidents, service requests, and end-user support.
  • Assign personnel and allocate resources based on ticket volume, priority, complexity, staffing availability, and service-level requirements.
  • Ensure contractor help desk processes align with recognized industry best practices, including ITIL v4 and subsequent updates.
  • Monitor the complete ticket lifecycle, including ticket assignment, prioritization, escalation, investigation, resolution, documentation, approval, and closure.
  • Review escalated tickets and provide required Help Desk Manager approvals for ticket resolutions and closures.
  • Ensure all ticket resolutions are properly documented and that required approvals are obtained from the Help Desk Manager or designated EEOC management before closure.
  • Ensure tickets are closed in accordance with established EEOC and contractual procedures.
  • Ensure at least 95% of assigned tickets are completed within required service levels.
  • Monitor ticket backlogs, aging tickets, response and resolution times, reopened tickets, escalation rates, and recurring technical issues.
  • Identify tickets at risk of exceeding service-level requirements and implement timely corrective actions.
  • Serve as the primary escalation point for complex, high-priority, sensitive, or unresolved technical incidents and service requests.
  • Coordinate escalated issues with EEOC management, technical teams, vendors, contractors, and other support groups as necessary.
  • Review ticket documentation for accuracy and completeness, including troubleshooting actions, resolutions, user communications, management approvals, and closure details.
  • Ensure help desk personnel provide professional, timely, courteous, and customer-focused support to EEOC employees and stakeholders.
  • Develop, maintain, and enforce help desk operating procedures, escalation processes, workflows, knowledge articles, and quality standards.
  • Analyze help desk data and performance trends to identify recurring issues, process gaps, training needs, and opportunities for service improvement.
  • Prepare operational reports and management briefings addressing ticket volume, service-level compliance, open and aging tickets, escalations, staffing, customer-service issues, and overall help desk performance.
  • Provide coaching, training, technical guidance, and performance feedback to help desk personnel.
  • Support continuous service improvement by recommending changes to staffing, tools, procedures, workflows, documentation, and service-delivery practices.
  • Ensure Enterprise Help Desk operations comply with EEOC policies, contractual requirements, information security procedures, and applicable quality standards.
Education Requirements
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a closely related field.
  • Additional relevant professional experience may be considered as a substitute for the degree if permitted by the contract.
Experience Requirements
  • Minimum of seven years of progressively responsible experience in IT support, technical support, help desk, or service desk operations.
  • At least three years of experience managing or supervising an enterprise help desk or service desk operation.
  • Demonstrated experience managing help desk personnel, staffing, schedules, workloads, escalations, ticket approvals, and resource allocation.
  • Experience monitoring and managing service-level agreements, operational performance metrics, ticket backlogs, and customer-service standards.
  • Experience using an enterprise ticketing or IT service management platform.
  • Demonstrated experience with ITIL-aligned incident management, service request management, escalation, problem management, resolution, and ticket-closure processes.
  • Experience preparing operational reports, analyzing service desk metrics, and implementing corrective or continuous-improvement actions.
  • Previous experience supporting a federal government agency or federal IT contract is preferred.
Certification Requirements
  • ITIL v4 Foundation certification is required.
  • HDI Support Center Manager, HDI Support Center Team Lead, CompTIA Security+, or another relevant IT service management or technical support certification is preferred.

Apply