Top IT Support & Helpdesk Jobs in Washington DC,

Provide frontline technical support for API integrations and payments: own and resolve inbound tickets, triage and escalate appropriately, meet SLAs, document runbooks, monitor trends, and communicate clear technical guidance to clients while helping build support processes.

Lead a support engineering team for a business-critical platform: investigate complex issues, perform root-cause analysis, mentor engineers, define operational KPIs and dashboards, collaborate with Dev/Q A/Product/Customers, maintain incident/problem/service management practices, improve processes and leverage AI and observability tools to boost support efficiency.

Provide technical support and debugging for Web3 customers, reproduce issues, write scripts to diagnose problems, manage refunds/Stripe, document processes, and translate escalations into actionable items for engineers.

Lead and scale IT operations: hands-on help desk triage, account and endpoint management, onboarding/offboarding, vendor and budget ownership, FinOps pipeline design, security and backup/DR, workflow automations, and mentoring a small IT team while building processes and automations to reduce manual effort.

Lead and manage Tier 2/3 incident management (help desk) for a federal portfolio, ensure ITSM/ITIL processes and SLAs using tools like Jira, produce stakeholder reporting and RCA, drive process improvement and automation (RPA/AI chatbots), and mentor/train support staff.

Provide Tier 2 technical support for Solovis software: troubleshoot and resolve complex customer issues, review code to isolate problems, collaborate with development/services/customer success/sales, maintain knowledgebase articles, and meet CSAT and communication targets.

Provide remote help-desk support to branches and remote users: diagnose and resolve video/phone, access, and connectivity issues; perform password resets; guide users by phone using a knowledge base; document incidents and trends; prioritize and escalate issues; and assist with ad-hoc support tasks.

Provide escalated Azure cloud support and incident management, troubleshoot high-priority incidents, administer Windows/Linux servers and hypervisors, implement IaC and automation (PowerShell, Bicep), manage networking/security (firewalls, VPNs, load balancing), ensure compliance (FedRAMP, NIST, HIPAA, PCI-DSS), maintain runbooks/documentation, and participate in on-call rotation including nights and weekends.

Administer and secure servers in a hybrid multi-OS environment. Analyze systems for best practices, remediate security issues, perform root-cause analysis, support physical and virtual infrastructure, and collaborate on systems/process improvements and special projects.

Lead and scale a Support Engineering team handling complex API and payments issues, own incident response and SLAs, build operational processes, drive metrics and automation, partner cross-functionally, and hire and develop team members.