Tier II Help Desk Agent

KeenLogic is seeking to hire a Tier II Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years (two base years and four option years) offering long-term stability and growth.

Work will be performed on-site at Senate facilities in Washington DC. This is a full-time position offering Fortune 500-level health dental vision PTO 401(k) and Life Insurance.

Tier II Help Desk Agents provide advanced technical support for complex desktop application account and connectivity issues that cannot be resolved at the Tier I level. They serve as a key escalation point while also working directly with Senate end users requiring strong technical troubleshooting abilities excellent communication skills and a customer-focused approach in a high-visibility environment.

Qualifications

• Must be able to pass a Senate background check and must be eligible for Senate Office building access
• 5 years of IT support experience including advanced desktop support and troubleshooting
• Strong customer service and interpersonal communication skills with experience supporting executive or VIP users preferred
• Experience troubleshooting Windows operating systems Microsoft 365 applications Active Directory hardware printers mobile devices and network connectivity
• Experience working with ticketing systems and IT Service Management (ITSM) tools
• CompTiaSecurity

Duties and Responsibilities

• Serves as the primary escalation point for Tier I providing advanced troubleshooting and resolution for complex software hardware and network issues
• Performs in-depth analysis to diagnose and resolve incidents that require deeper technical knowledge or cross-system correlation
• Uses automated information systems and ticketing tools to analyze issues document findings and track incident resolution through completion
• Reviews prioritizes and manages escalated service requests to ensuretimelyresolutionin accordance withservice level agreements
• Resolves issues within Tier II scope or coordinates with Tier III systems engineering or vendor support for further resolution
• Provides technical guidance and mentorship to Tier I staff including recommended troubleshooting approaches and best practices
• Conducts technical research using vendor documentation system logs and internal knowledge bases to support problem resolution
• Works with systems engineering and other technical teams to restore servicesidentifyroot causes and prevent recurrence
• Identifiesrecurring incidents or systemic issues and contributes to problem management and corrective action efforts
• Assistswith configuration maintenance and troubleshooting of end-user devices applications and connectivity within approved standards
• Develops and updates knowledge base articles troubleshooting guides and documented procedures
• Ensures compliance with security policies configuration standards and documentation requirements
• Supports system upgrades deployments and special projects as assigned
• Maintains situational awareness of outages maintenance activities and known issues and communicates effectively with users and stakeholders