IT Service Representative

Customer Service Representative – Network Engineering & Operations Support
Location: Capitol Hill, Washington, D.C.
Period of Performance: 12 months, starting September 30, 2025 (extension subject to approval and funding)

About the Role
KeenLogic is seeking motivated and detail-oriented Customer Service Representatives (CSRs) to join our team in support of the House Information Resources (HIR) Network Engineering and Operations Team. This team plays a critical role in maintaining the technology infrastructure of Congressional district offices across the country.
In this role, you will coordinate technology-related site visits, ensuring effective communication between Congressional staff and external vendors. Your efforts will directly contribute to the timely, efficient, and professional execution of services that support the mission of the U.S. House of Representatives.

Responsibilities

• Serve as the first point of contact for incoming service requests related to district office technology installations.
• Coordinate and schedule site visits with external technology vendors (e.g., internet service providers, cabling contractors) and district office staff.
• Manage service tickets using Remedy or similar incident management systems, ensuring accuracy and timeliness.
• Maintain clear, professional, and consistent communication with internal HIR teams, House staff, and external vendors.
• Document all interactions, updates, and scheduling details in internal systems for full transparency and traceability.
• Track and follow up on pending requests, ensuring successful resolution and closure.
• Assist in updating internal tracking systems, records, and documentation related to vendor activities.
• Provide regular status updates and reports to supervisors and project leads.
• Perform additional official duties as assigned.

Required Qualifications

• U.S. Citizenship (required).
• Minimum 2+ years of experience in customer service or administrative support.
• Experience coordinating high-speed internet and VoIP installations in secure government facilities, preferably within the legislative branch.
• Strong organizational skills with the ability to manage multiple tasks, requests, and deadlines.
• Excellent verbal and written communication skills for effective interaction with diverse stakeholders.
• Hands-on experience with Remedy or similar ticketing/incident management tools.
• Basic understanding of network and technology infrastructure, including internet connectivity, structured cabling, and site survey processes.
• High attention to detail with excellent documentation and record-keeping practices.
• Ability to thrive in a team-oriented environment and maintain professionalism when engaging with government staff and external vendors.

Work Environment

• Work will be performed on-site at the House Office Buildings located on Capitol Hill in Washington, D.C., including the entire House Office Campus.
• This role requires close collaboration with Congressional staff, technology vendors, and HIR teams.