Tier 2 IT Service Desk Representative

Description:
On-site 4-5 days/week in Washington, DC

Our client seeks a Tier 2 IT Service Desk Representative to support the U.S. House of Representatives under H-TAP. The role serves as an escalation point for complex issues, delivers white-glove support to executive stakeholders, and performs onsite equipment deployment, endpoint management, and resolution of advanced technical issues across Microsoft and Apple environments.

Due to federal security clearance requirements, applicant must be a United States Citizen. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $30.00 to $35.00/hr. w2

Responsibilities:

• Provide Tier 2 technical support and escalation for complex end-user issues.
• Deliver white-glove support to executive-level staff and House office leadership.
• Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.
• Support Windows, macOS, Microsoft 365, Exchange Online, SharePoint Online, and House-supported applications.
• Configure and troubleshoot VPN, remote access, and secure connectivity solutions.
• Perform workstation deployments, technology refreshes, and hardware replacements.
• Configure user workstations, dual monitors, printers, and peripherals.
• Create, manage, and deploy desktop and laptop system images.
• Perform user profile migrations and data transfers.
• Decommission and securely wipe Macs, iPhones, iPads, and other endpoints.
• Support endpoint and mobile device management platforms including Intune, Jamf, Workspace ONE, AirWatch, Apple Business Manager, and BigFix.
• Develop and maintain user-facing documentation and knowledge base articles.
• Provide technology consultation and best-practice guidance to House offices.
• Collaborate with vendors, infrastructure teams, and service desk personnel to resolve complex issues.
• Support Tier 1 Service Desk responsibilities as needed.

Experience Requirements:

• 5+ years supporting Windows, Microsoft 365, Active Directory, macOS, and iOS/Android.
• 3+ years supporting VPN, remote access, and secure connectivity.
• Experience with desktop and laptop hardware, mobile devices, printers, and conferencing peripherals.
• Experience with Exchange Online, SharePoint Online, Microsoft Teams, Active Directory, and MDM platforms.
• Experience with ITSM platforms such as BMC Remedy, BMC Helix, and ITIL-based Incident, Change, and Knowledge Management.
• Understanding of TCP/IP, OS troubleshooting, hardware diagnostics, endpoint management, and remote support technologies.
• Ability to lift up to 50 pounds for onsite deployments and support.
• Excellent customer service and communication skills with executive support experience.
• Ability to work effectively in a fast-paced, mission-critical environment, prioritize multiple requests, and collaborate across teams.

Education Requirements:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft 365, ITIL Foundation, or other industry credentials.