Helpdesk Agent (Tier 1)

To acquire the advantage, Zolon is seeking a Tier 1 Helpdesk Agent to support and provide frontline phone, email, chat, and portal support with a focus on triage and first-contact resolution for House staff nationwide. These services include system maintenance and system administration to ensure optimal performance, security, and a reliable IT Infrastructure in support of Member, Committee, Leadership, or other House offices.

Key Responsibilities:
Answer and triage incoming tickets via phone, email, chat, and self-service portal.
Achieve first-contact resolution where possible; escalate per SOPs when required.
Document all interactions accurately in the ITSM ticketing system.
Follow scripts, SOPs, and knowledge base articles for consistent service.
Work rotating 24x7 shifts, including nights, weekends, and holidays as scheduled.

Required Qualifications (Must-Have):
3+ years of IT call center/help desk experience.
Active Directory, Windows 10, Office 365, SharePoint, Exchange Online.
iOS/Android support experience.
Phone/chat/email support experience.
Experience with incident/change/knowledge management systems.
Strong customer service skills.

Preferred Qualifications / Differentiators:
BMC Helix/Remedy experience.
macOS support experience.
Cisco AnyConnect, RSA SecurID.
JAMF, Apple Business Manager, Workspace ONE, Intune.
ITIL Foundation or M365 certification.

Security, Compliance & Onboarding Requirements:
Must be U.S.-based and legally eligible to work in the United States (I-9/E-Verify compliance required).
Must pass a U.S. Capitol Police background check (CP-491 or equivalent) with CAO adjudication before starting work on the contract.
Must sign the House Non-Disclosure Agreement (NDA) before commencing work or receiving House Information access.
Must complete House Information Security (HISPOL/HISPUB) orientation and annual Workplace Rights / harassment-and-discrimination-prevention training.
House ID badge required based on onsite presence, House network access, and COR determination.
May not use personal devices for House systems/CMS or unauthorized cloud services.

Location: Washington, DC