Tier I HelpDesk

Tier I Service Desk Representative Location: Washington, D. C. (50% onsite/50% remote)Schedule: Monday-Friday | Core hours: 8: 00 AM – 6: 30 PM | 24/7 rotating shiftsContract Duration: October 2025 – January 2027 with potential for extensionSummary: KeenLogic is seeking to hire a Tier I Service Desk Representative. This is a full-time position offering Fortune 500-level benefits, including health, dental, vision, PTO, 401k, and life insurance. This is a hybrid position based in Washington, D. C. The IT Service Desk Representative will operate within a Call Center environment, providing support to House office staff located in Washington, D. C. , as well as nationwide district offices.

This role involves assisting users with the installation and use 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. Tier 1 contractors serve as the first level of IT support, typically handling basic customer issues and troubleshooting. Support is delivered through a hybrid model with a required onsite presence and some remote flexibility. Required Qualifications: U. S. Citizen 1+ years supporting: macOS Remote access tools (e. g. , Cisco AnyConnect) VPN and secure remote connectivity (RSA SecurID preferred) 3+ years supporting:

IT call center environments Active Directory user/account administration Microsoft Windows 10 and Office 365 applications Mobile OS (iOS and Android) Microsoft Office 365 Pro Plus, SharePoint, Exchange Online Mobile Device Management (MDM) tools such as JAMF, ABM, Workspace ONE, or Intune 5+ years using: Incident, Change, or Knowledge Management systems (e. g. , BMC Helix/Remedy) Technical Skills:

Ability to configure and troubleshoot COTS software and hardware (PCs, Macs, mobile devices, printers, and peripherals) Intermediate to advanced knowledge of Windows, macOS, iOS, and Android Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands Demonstrated business and systems analysis skills for troubleshooting and issue resolution Excellent customer service and communication skills Professional demeanor in interactions with executive-level staff Ability to work effectively in a fast-paced environment and meet tight deadlines Preferred Qualifications: ITIL or M365 certification Relevant IT certifications or a college degree Key Responsibilities:

Deliver a high level of customer service on all support calls and adhere to defined Quality Standards Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and onsite visits when necessary Support the installation, configuration, and usage of various application software Provide mobile device support for Android and iOS platforms Assist in the development of user documentation and installation procedures Offer technical assistance ranging from general system information to detailed problem resolution Disseminate “Alert” notifications using voicemail, web platforms, newsgroups, and email Maintain and update a knowledge base of supported software and general understanding of hardware and communication toolsPowered by JazzHRAGB44gF9f0