3,053 l1 Support jobs in the United States
L1 Customer Support Agent
Posted today
Job Viewed
Job Description
Goflow | Ridgefield Park, NJ (HQ)
In-house preferred, hybrid/remote options available
About Goflow
Goflow is a cloud-based platform that helps e-commerce sellers scale across Amazon, Walmart, Shopify, eBay, and 200+ other channels. From one dashboard, sellers manage orders, shipping, inventory, listings, purchasing, and analytics — powering growth without the chaos.
Our headquarters is in Ridgefield Park, NJ, where we prefer in-house collaboration. Hybrid and remote arrangements are also available.
The Role
As an L1 Customer Support Agent, you’ll be the first point of contact for sellers who rely on Goflow every day. You’ll troubleshoot issues, guide customers through workflows, and make sure their operations run smoothly.
Key responsibilities:
- Support customers with order, inventory, and shipping workflows
- Troubleshoot syncing, stock, and fulfillment issues
- Assist with carrier integrations (FedEx, UPS, USPS, DHL, 3PLs)
- Provide product guidance and best practices
- Log issues and escalate when needed
- 2+ years in technical support, customer service, or e-commerce ops
- Familiarity with OMS, IMS, and shipping workflows
- Knowledge of marketplaces (Amazon, Walmart, Shopify, eBay)
- Excellent written communication (chat/email support)
- Strong troubleshooting and problem-solving skills
- Coachable, curious, and eager to learn
- Intercom experience (FinAI, automations) a plus
- Competitive salary + performance incentives
- Benefits + 401(k) with company contributions
- Additional perks and benefits
- A culture built on learning, collaboration, and customer success
L1 & L2 Support - LA
Posted 9 days ago
Job Viewed
Job Description
A leading company in Los Angeles is currently seeking an L1 & L2 Tech Support professional. This role will provide both first-line support for basic technical issues and advanced support for escalated cases.
About the Opportunity:
This position offers a contract-to-hire opportunity with the potential for extension or conversion.
- Hybrid or Remote: Hybrid, rotating schedule.
- Shift: Open to night and weekend shifts.
- Schedule: 24/7 operation.
- Hours: TBD based on rotation.
- Setting: IT Support Environment.
The L1 & L2 Tech Support will be responsible for:
- Providing initial support for incoming IT incidents and requests.
- Responding promptly via phone, email, and ticketing systems.
- Troubleshooting and resolving technical issues at various levels.
- Guiding users through solutions or escalating issues as needed.
- Maintaining records of user interactions and issue resolutions.
- 1-5 years of IT support experience.
- Associate's or Bachelor's degree in IT or related field preferred.
- Relevant certifications such as CompTIA A+ or Network+.
- Proficiency in Windows, MacOS, Office 365, and networking basics.
- Familiarity with ticketing tools like ServiceNow or Jira.
- Excellent communication and customer service skills.
- Ability to multitask and prioritize in a dynamic environment.
- Problem-solving and analytical skills.
- Team collaboration and mentorship abilities.
- 3+ years of experience in similar roles.
- Bachelor's degree in IT or related field.
- Cisco CCNA certification.
- Advanced networking skills (TCP/IP, VPN, firewalls).
- Strong problem-solving and troubleshooting capabilities.
L1 Customer Support Agent (North Bergen)
Posted today
Job Viewed
Job Description
Goflow | Ridgefield Park, NJ (HQ)
In-house preferred, hybrid/remote options available
About Goflow
Goflow is a cloud-based platform that helps e-commerce sellers scale across Amazon, Walmart, Shopify, eBay, and 200+ other channels. From one dashboard, sellers manage orders, shipping, inventory, listings, purchasing, and analytics powering growth without the chaos.
Our headquarters is in Ridgefield Park, NJ, where we prefer in-house collaboration. Hybrid and remote arrangements are also available.
The Role
As an L1 Customer Support Agent, youll be the first point of contact for sellers who rely on Goflow every day. Youll troubleshoot issues, guide customers through workflows, and make sure their operations run smoothly.
Key responsibilities:
- Support customers with order, inventory, and shipping workflows
- Troubleshoot syncing, stock, and fulfillment issues
- Assist with carrier integrations (FedEx, UPS, USPS, DHL, 3PLs)
- Provide product guidance and best practices
- Log issues and escalate when needed
- 2+ years in technical support, customer service, or e-commerce ops
- Familiarity with OMS, IMS, and shipping workflows
- Knowledge of marketplaces (Amazon, Walmart, Shopify, eBay)
- Excellent written communication (chat/email support)
- Strong troubleshooting and problem-solving skills
- Coachable, curious, and eager to learn
- Intercom experience (FinAI, automations) a plus
- Competitive salary + performance incentives
- Benefits + 401(k) with company contributions
- Additional perks and benefits
- A culture built on learning, collaboration, and customer success
Help Desk
Posted 1 day ago
Job Viewed
Job Description
ASRC Federal Data Networks Corporation (DNC) is seeking **Operations Support Help Desk** staff for positions supporting the NOAA Office of Space Commerce, Space Operations Division, TraCSS Operations Branch in Boulder CO. The candidate will join a team staffing the TraCSS operations center performing monitoring and analysis of space traffic products and computational processes. The Help Desk will respond to and document issues and follow through with escalation and responses to users. The operations center will be staffed 24/7 so the candidate should expect shift work.
**Background Summary:**
The National Oceanic and Atmospheric Administration (NOAA), Office of Space Commerce (OSC), is developing the Traffic Coordination System for Space (TraCSS) to fulfill Space Policy Directive 3 (SPD-3). SPD-3 instructed relevant US government agencies to begin re-assigning many aspects of space traffic management (STM) and space traffic coordination (STC) serving non-military US space operators. NOAA OSC, under the US Department of Commerce (DOC),was identified to lead many of these efforts as part of a 'whole of government' approach.
TraCSS is the Office of Space Commerce's cloud-based enterprise solution for ingesting, archiving, processing, and disseminating Space Situational Awareness (SSA) data and products. It will provide conjunction analysis and warning services to commercial satellite owner/operators to foster economic growth and technological advancement of the US commercial space industry. The system will store data from the Department of Defense (DoD), NOAA, commercial SSA data providers, commercial and civil satellite Owner/Operators (O/O), and select international civil partners. The TraCSS system will operate 24 hours per day, 7 days a week.
**Responsibilities:**
+ Respond, as required, to operational issues relating to space traffic coordination, and to technical issues associated with the OSC Operations Center or TraCSS to ensure the safety and stability of the space operating environment.
+ Support TraCSS users in troubleshooting technical problems interfacing with the system during operations.
+ Monitor TraCSS operational communication lines including phone, email, and messaging for user requests for support.
+ Submit and review tickets documenting any user request or issues.
+ Facilitate escalation of tickets or problems to the appropriates groups for response or resolution. Groups include: Operations Support Orbit Analyst and Data Monitors, Engineering, Outreach support, IT support, System Integrator contractors, Presentation Layer contractors, and various other partners.
+ Draft and deliver TraCSS status notifications to users.
**Required Qualifications:**
+ B.S. Degree in Engineering, Physics/Astronomy, Computer Science, or related field and 0-2 years of experience related to flight dynamics, orbital mechanics
+ A.S. Degree in Engineering, Physics/Astronomy, Computer Science, or related field; 2-4 years of experience related to flight dynamics, orbital mechanics
+ Ability to work independently, problem solve, and manage multiple priorities in a fast-paced environment.
+ Use of Jira, Jira Service Management, Confluence, Bitbucket and other Atlassian platform tools.
+ Advanced use of Google Workspace and Microsoft tools; Excel, Visio, PowerPoint, Access.
**Highly Desired Qualifications:**
+ Experience working in support of a U.S. government institution.
+ Experience performing shift work
+ Current DoD, DOC, NOAA, or NASA authorization to work (badge).
+ Knowledge of space domain awareness, space situational awareness (SSA), space traffic coordination (STC), or space traffic management (STM) related topics.
+ Examples of desired knowledge and skill sets may include, but are not limited to: orbital mechanics, astrodynamics, common analytical methodologies utilized in SSA/STC/STM, satellite operations, conjunction analysis, and data management.
**Work Environment and Physical Demands:**
+ Work in a typical onsite government office building full time with situational telework approved as needed.
+ Operations Center support personnel will be required to support 24/7 operations, 365 days/year and consequently be required to support shift work. Shift schedules have not been finalized.
+ Occasional deadlines or operational conditions may require non-standard/longer hours or additional onsite support.
+ Infrequent travel required.
+ Place of performance will be the NOAA Facility located on the DOC David Skaggs Research Center in Boulder CO.
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
**_EEO Statement_**
_ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law._
**Job Details**
**Job Family** **Engineering & Support Services**
**Job Function** **Aerospace Engineering**
**Pay Type** **Salary**
**Hiring Min Rate** **45,000 USD**
**Hiring Max Rate** **65,000 USD**
Help Desk
Posted 15 days ago
Job Viewed
Job Description
+ Position: Help Desk Representative (CONTRACT TO HIRE)
+ Location:1 PROGRESS POINT PKWY, O FALLON, Missouri, SAINT CHARLES, , United States
+ Type: 100% ONSITE
+ Tentative Hourly Pay Range: $18 - $19 per hour
+ Schedule: 10:30am-7:00pm CST
The Help Desk Representative role for the Small Business Insurance Help Desk Team will be responsible for assisting both external and internal customers on a daily basis with a variety of requests. They will demonstrate technical and first level technical assistance and problem solving involving the following duties and responsibilities:
Job Responsibilities:
- Provide timely customer service to incoming requests via the phone in an automated call delivery environment
- Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours
- Assume ownership and respond to customer internal/external correspondence complaints and inquiries in an efficient accurate and professional manner to achieve an optimal outcome. Ability to meet our First Level Resolution standards.
- To ensure complete resolution of all customer inquiries may need to coordinate end to end service with other business partners
- Effectively navigate multiple systems and applications to research analyze and resolve customer inquiries
- Work effectively in a team environment using professional interpersonal and communication skills
- Basic knowledge of Small Commercial insurance principles and company products
- Know and comply to corporate policies regulatory standards SOX internal business processes while processing work and meeting and/or exceeding service performance and quality standards
- Utilize basic understanding of product underwriting guidelines
- As business priorities change support other teams and process transactions as needed
- Complete assignments and other duties as assigned
- Maintain performance standards within a fast paced environment
Requirements
Skills:
- Strong customer service skills including oral and written communication.
- Demonstrated leadership skills
- Ability to work with all types of customers and assist to best ability in resolving their issue.
- Experience in a call center or customer service environment preferred
- Knowledge of customer service principles and practices
- Ability to handle multiple priorities within strict time constraints.
- Excellent organizational skills with the ability to multi-task
- Excellent verbal and written communications skills
- Excellent collaboration skills
- Strong Critical Thinking and Analytical Skills Regarding being able to identify potential issues being triaged based on training
- Possesses the ability to work independently to complete assignments in a timely manner.
- Ability to work well as in a team environment.
- Demonstrated commitment to team and departmental goals.
- Ability to make informed decisions achieving the appropriate results.
- Accurate Data Entry and Tracking skills required.
- Working Knowledge of MS Word and Excel - To be used to reference and look up information.
- Working Knowledge of Service Now preferred - To be used to track Help Desk tickets.
- Flexibility when schedule changes are needed and overtime needs are available
Education/Experience
o College level education preferred but not required based on prior experiences
o Commercial Insurance experience is preferred but not required.
o Work From Home/Remote Work Experience able to troubleshoot basic connection issues VPN experience desktop setup etc.
o Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.
o General Computer and Program knowledge is preferred as we will be troubleshooting and triaging these types of issues on our team for our business partners.
Please note that this is a contract position-there is no guarantee that this position will be extended past the end date or converted to permanent status.
TalentMatch®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .
Project Manager - Technical Support Services/Help Desk
Posted 3 days ago
Job Viewed
Job Description
Job Type
Full-time
Description
Overview
Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit
About the Role
We are seeking a Project Manager to oversee the full lifecycle of Tier 1-3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.
This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.
Responsibilities
Program Oversight & Staff Management
- Manage all Tier 1-3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).
- Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.
- Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).
- Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.
- Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.
- Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.
- Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.
- Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.
- Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.
- Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.
- Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.
- Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.
- Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.
- Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.
- Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.
- Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.
- Participate in customer IT initiatives and special projects as assigned.
- Provide input on technology upgrades, IT process improvements, and cost-saving strategies.
Required Experience and Skills
- 5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
- Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).
- Strong understanding of ITIL, Agile, and service desk best practices.
- Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.
- Experience with device deployment, endpoint management, and enterprise software support.
- Proven ability to manage staff augmentation, subcontractors, and partner networks.
- Strong communication, leadership, and problem-solving skills.
- Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
- Previous experience supporting federal government agency IT operations preferred.
- Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.
- Experience managing IT support during high-demand transition periods preferred.
- Bachelor's degree in Computer Science, Information Technology, or related field required (Master's preferred).
- PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.
- Candidates must reside in or within daily commuting distance of Washington, D.C.
- Must be willing and able to travel an estimated 25% of time within the U.S.
- Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.
Pay Range
The projected annual salary range for this position is $118,278 - $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.
Benefits Information
Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.
Who We Are
Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.
Our Commitment to Non-Discrimination
Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.
If you are an individual with a disability and need assistance completing any part of the application process, please email to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.
Notice on Candidate AI Usage
Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at
To apply for this position, visit:
Project Manager - Technical Support Services/Help Desk
Posted 3 days ago
Job Viewed
Job Description
Project Manager - Technical Support Services/Help Desk
WFH Flexible-Washington, DC (
Job Type
Full-time
Description
Overview
Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit
About the Role
We are seeking a Project Manager to oversee the full lifecycle of Tier 1-3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.
This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.
Responsibilities
Program Oversight & Staff Management
-
Manage all Tier 1-3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).
-
Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.
-
Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).
-
Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.
Operational Management
-
Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.
-
Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.
-
Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.
-
Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.
Process & Methodology
-
Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.
-
Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.
-
Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.
Customer Engagement & Communication
-
Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.
-
Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.
-
Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.
Compliance & Security
-
Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.
-
Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.
Additional Duties
-
Participate in customer IT initiatives and special projects as assigned.
-
Provide input on technology upgrades, IT process improvements, and cost-saving strategies.
Requirements
Required Experience and Skills
-
5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
-
Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).
-
Strong understanding of ITIL, Agile, and service desk best practices.
-
Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.
-
Experience with device deployment, endpoint management, and enterprise software support.
-
Proven ability to manage staff augmentation, subcontractors, and partner networks.
-
Strong communication, leadership, and problem-solving skills.
-
Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.
-
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
-
Previous experience supporting federal government agency IT operations preferred.
-
Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.
-
Experience managing IT support during high-demand transition periods preferred.
Education and Training
-
Bachelor's degree in Computer Science, Information Technology, or related field required (Master's preferred).
-
PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.
Physical Requirements
-
Candidates must reside in or within daily commuting distance of Washington, D.C.
-
Must be willing and able to travel an estimated 25% of time within the U.S.
-
Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.
Pay Range
The projected annual salary range for this position is $118,278 - $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.
Benefits Information
Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.
Who We Are
Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.
Our Commitment to Non-Discrimination
Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.
If you are an individual with a disability and need assistance completing any part of the application process, please email to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.
Notice on Candidate AI Usage
Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at
To apply for this position, visit:
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Project Manager - Technical Support Services/Help Desk
Posted 15 days ago
Job Viewed
Job Description
WFH Flexible-Washington, DC ( Type
Full-time
Description
**Overview**
Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit the Role**
We are seeking a **Project Manager** to oversee the full lifecycle of Tier 1-3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.
This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.
**Responsibilities**
**Program Oversight & Staff Management**
+ Manage all Tier 1-3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).
+ Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.
+ Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).
+ Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.
**Operational Management**
+ Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.
+ Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.
+ Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.
+ Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.
**Process & Methodology**
+ Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.
+ Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.
+ Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.
**Customer Engagement & Communication**
+ Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.
+ Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.
+ Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.
**Compliance & Security**
+ Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.
+ Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.
**Additional Duties**
+ Participate in customer IT initiatives and special projects as assigned.
+ Provide input on technology upgrades, IT process improvements, and cost-saving strategies.
Requirements
**Required Experience and Skills**
+ 5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
+ Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).
+ Strong understanding of ITIL, Agile, and service desk best practices.
+ Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.
+ Experience with device deployment, endpoint management, and enterprise software support.
+ Proven ability to manage staff augmentation, subcontractors, and partner networks.
+ Strong communication, leadership, and problem-solving skills.
+ Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.
+ Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
+ Previous experience supporting federal government agency IT operations preferred.
+ Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.
+ Experience managing IT support during high-demand transition periods preferred.
**Education and Training**
+ Bachelor's degree in Computer Science, Information Technology, or related field required (Master's preferred).
+ PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.
**Physical Requirements**
+ Candidates must reside in or within daily commuting distance of Washington, D.C.
+ Must be willing and able to travel an estimated 25% of time within the U.S.
+ Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.
**Pay Range**
The projected annual salary range for this position is $118,278 - $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.
**Benefits Information**
Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.
**Who We Are**
Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.
**Our Commitment to Non-Discrimination**
Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.
If you are an individual with a disability and need assistance completing any part of the application process, please email to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.
**Notice on Candidate AI Usage**
Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at
**To apply for this position, visit:**
Virtual Help Desk
Posted 25 days ago
Job Viewed
Job Description
We are seeking a dedicated and customer-focused Virtual Help Desk Agent to join our dynamic Customer Support team. In this full-time, hourly position, you will play a vital role in ensuring our customers receive exceptional service by addressing their inquiries and resolving their technical issues efficiently. If you're a problem-solver with excellent communication skills and a passion for helping others, we want you to be part of our team.
What You'll Do
- Provide prompt, courteous, and accurate support to customers via email, chat, and phone in English.
- Diagnose and resolve technical issues, guiding customers through troubleshooting procedures.
- Document customer interactions and technical solutions in the company’s support system.
- Escalate complex issues to the appropriate team or department when necessary.
- Collaborate with team members to identify trends in customer inquiries and suggest process improvements.
- Maintain a strong understanding of company products, services, and policies.
- Ensure consistent adherence to service level agreements (SLAs) and performance metrics.
Qualifications
- Proficiency in English with excellent written and verbal communication skills.
- Previous experience in a customer support or help desk role preferred.
- Strong problem-solving skills and ability to work independently under minimal supervision.
- Basic technical knowledge and the ability to learn new software systems quickly.
- Efficient time management and ability to multitask in a fast-paced environment.
- Empathetic and patient demeanor with a commitment to providing exceptional customer service.
- Reliable internet connection and a quiet home-office setup for virtual work.
Benefits :
Pulled from the full job description
401(k)
Health insurance
Vision insurance
Dental insurance
Company Details
Help Desk Support
Posted 27 days ago
Job Viewed
Job Description
Tired of being the "go-to" tech person for your friends and family? Turn that knack for troubleshooting into a rewarding career! We're seeking a passionate and sharp Help Desk Support Specialist to join our dynamic team.
In this role, you'll be the first line of defense for our users, tackling a wide range of technical issues with confidence and a can-do attitude. From resetting passwords to resolving complex software problems, your mission is to provide quick, effective, and friendly support. You'll be the hero who saves the day, ensuring our systems run smoothly and our users stay productive.
We're looking for a problem-solver who is a quick learner and a great communicator. If you have a solid understanding of computer systems, a customer-first mindset, and enjoy the challenge of figuring things out, you'll thrive here. We offer a collaborative environment, ongoing training, and a chance to grow your IT career.
If you're ready to make a real impact and be the reliable expert our team counts on, apply today and help us build a better technical experience for everyone.