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IT Service Desk Representative (Tier 1)
Location: Washington, DC (on-site)
Full-Time with benefits
Pay: Negotiable depending on experience and qualifications
Offer contingent upon contract award
The IT Service Desk Representative will operate within a Call Center environment, providing support to House (House of Representatives) office staff located on primary offices on campus in DC, as well as nationwide across state and district offices. This role involves assisting users with the installation and usage of House supported software and systems, including messaging clients, word processors, web browsers, antivirus software, HIR-developed applications, and remote access tools such as RSA SecurID and VPN.
Responsibilities
- Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
- Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, on-site visits.
- Support the installation, configuration, and use of various application software.
- Offer mobile device support for Android and iOS platforms.
- Assist in the development of user documentation and installation procedures.
- Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.
- Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.
- Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.
Additional Expectations
- Demonstrate a willingness to learn and retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies.
- Participate in HIR projects and initiatives as needed.
- Serve as an escalation resource for advanced-level support issues.
- Act as a technical subject-matter expert and solution provider for internal Tier 2 support.
- Collaborate closely with internal groups to support and maintain current technology platforms.
- Coordinate with external vendors to troubleshoot and resolve issues effectively.
- Escalate and consult with senior engineering staff for the resolution of complex technical problems.
- Perform other official duties as assigned.
Qualifications & Technical Requirements
- Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
- Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
- Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
- Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
- Ability to operate effectively in a fast-paced environment and meet tight deadlines.
- Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
- One (1) year minimum experience supporting:
- Three (3) years minimum experience in:
- Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
- Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
o macOS
o Remote access tools (e.g., Cisco AnyConnect)
o VPN and secure remote connectivity (RSA SecurID experience preferred)
o IT Call Center environments
o Active Directory user and account administration
o Supporting Microsoft Windows 10 and Office 365 applications
o Supporting mobile operating systems (iOS, Android)
o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
Additional Qualifications
- Be self-motivated to work supervised and unsupervised as needed.
- Related IT certifications preferred but not required
- Related College degree preferred but not required
- ITIL qualification preferred but not required
- M365Certification preferred but not required
Strategic Data Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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