IT Service Desk Representative (Tier 1)
IT Service Desk Representative (Tier 1)
Posted on :
17-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
17-07-2025
Job Description
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
