Service Desk Agents – Tier 2, Washington DC (GTPL)

GTSC seeks experienced Service Desk Agents Tier 2 for support of the US House of Representatives.

Multiple positions available.

Location: Washington DC in the National Capitol complex.

Mission:

The IT Service Desk Representative will provide support to 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.

Provide professional high-level technical support to executive customers and management particularly in urgent or emergency situations.

GTSC Company Description

GTSC delivers secure ITIL-aligned Tier 1-3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage onsite technical support enterprise endpoint management and asset lifecycle coordination in compliance with Government security and service level standards.

Job Description

The Tier 2 Service Desk Agent provides advanced troubleshooting onsite support endpoint configuration and asset lifecycle coordination.

Required Skills

• 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:

  • macOS

  • Remote access tools (e.g. Cisco AnyConnect)

• VPN and secure remote connectivity (RSA SecurID experience preferred)

• Three (3) years minimum experience in:

  • IT Call Center environments o Active Directory user and account administration.

  • Supporting Microsoft Windows 10 and Office 365 applications.

  • Supporting mobile operating systems (iOS Android)

  • Supporting Microsoft Office 365 Pro Plus SharePoint and Exchange Online.

• 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).

Preferred Skills

• ITIL Foundation certification.
• Experience supporting large distributed enterprise environments.
• Experience supporting transition or surge operations.

Responsibilities:

• Deliver on-site support for mobile devices hardware installation software configuration and troubleshooting.

• Assist House offices in installing configuring and using House-supported software and applications.

• Decommission devices by wiping Macs iPhones and iPads.

• Contribute to the development of user-facing documentation and installation guides.

• Maintain and expand a comprehensive knowledge base of commonly used software hardware and accessories (e.g. USB cameras conferencing peripherals used with Microsoft Teams etc.).

• Offer consulting services to House offices on best practices system usage and technology recommendations.

• Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.

• Perform user data migration tasks upon request ensuring data integrity and security.

• Create and deploy system images for computers and laptops to streamline setup and deployment processes.

• Perform mobile device and endpoint management console support (AirWatch BigFix Apple Business Manager Workspace ONE Intune Jamf).

• Configure workstations to meet user requirements including profile setup printer configuration dual monitor setups and other peripheral installations as needed.

• Use PowerShell and Power BI to create custom reports as needed Use PowerShell to automate maintenance processes as needed.

  Additional Expectations:

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.

• Demonstrate flexibility and responsiveness in a fast-paced customer-focused environment

Background Investigation Requirements

• Must be a U.S. Citizen.
• Must have current or recent Public Trust background investigation.
• Must successfully complete required background investigation and security training.

Benefits

• 15 days of PTO.
• 11 paid federal holidays.
• Medical Dental Vision Life and Disability insurances.
• HSA and FSA.
• Travel assistance program.
• Pet insurance.
• and many others.

GTSC is proud to be an equal opportunity employer committed to recruiting hiring and promoting qualified people of all backgrounds regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal state or local law.

Learn more about your EEO rights as an applicant.

GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process please tell us how we can help by contacting us at Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.

GTSC participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal state and local laws.

Required Experience:

Unclear Seniority