Tier 1 IT Service Desk Representative

Description:
Hybrid in Washington, DC

Our client is seeking a customer-focused Tier 1 IT Service Desk Representative to support the U.S. House of Representatives under the House Technology Alliance Program. The role serves as the first point of contact for end users and provides technical assistance in a fast-paced enterprise Service Desk environment supporting House offices on Capitol Hill and nationwide. The position supports Windows and Mac environments, Office 365, mobile devices, remote access technologies, and a wide range of enterprise applications.

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: $28.00 to $32.00/hr. w2

Responsibilities:

• Provide Tier 1 technical support via phone, chat, remote desktop tools, and occasional onsite assistance.
• Troubleshoot hardware, software, network connectivity, and mobile device issues.
• Support installation, configuration, and use of supported software and systems.
• Assist users with Microsoft Office 365, SharePoint, Exchange Online, and related productivity tools.
• Support remote access technologies including VPN solutions and multi-factor authentication tools.
• Provide support for iOS and Android devices.
• Create and maintain knowledge base articles and user documentation.
• Communicate service alerts and outage notifications through approved channels.
• Maintain customer satisfaction while meeting service desk performance targets.
• Manage and update incidents, service requests, and knowledge articles within ITSM platforms.
• Handle approximately 50 tickets per week in a high-volume call center environment.

Experience Requirements:

• 3+ years in an IT Service Desk or IT Call Center environment.
• 3+ years supporting Windows 10/11, Microsoft Office 365, Active Directory user administration, mobile devices (iOS and Android), SharePoint Online, and Exchange Online.
• 1+ year supporting macOS, VPN solutions, and secure remote access tools such as Cisco AnyConnect or RSA SecurID.
• Experience troubleshooting PCs and laptops, Mac systems, printers and multifunction devices, mobile devices, and peripherals.
• Understanding of networking fundamentals, TCP/IP, and troubleshooting methodologies.
• Experience with MDM platforms such as Intune, JAMF, Apple Business Manager, or Workspace ONE.
• Experience utilizing ITSM tools for Incident, Change, and Knowledge Management, with BMC Helix/Remedy or similar preferred.
• Excellent verbal and written communication skills with a strong customer service mindset, including support for executive-level users.
• Ability to multitask, prioritize, and work effectively both independently and as part of a team in a fast-paced environment.