Service Desk Agents – Tier 3, Washington DC (GT26080956PL)

GTSC seeks experienced Service Desk Agents, Tier 3, for support of the US House of Representatives.

Multiple positions available ~~ this position pending Task Order award.

Location: Washington, DC in the National Capitol complex.

Mission:

The IT Service Desk Representative will provide support to House of Representatives office staff located on primary offices on campus in DC, as well as nationwide across state and district offices. This role involves assisting users with the installation and usage 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. 

Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.

GTSC Company Description

GTSC delivers secure, ITIL-aligned Tier 1-3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.

Job Description

The Tier 3 Service Desk Agent serves as the highest escalation point for complex, enterprise-level technical incidents and system improvements.

Required Skills

• Five (5) years supporting Windows and macOS.
  
• Five (5) years Active Directory administration.
  
• Three (3) years secure remote troubleshooting.
  
• Experience supporting endpoint lifecycle processes.
  
• Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
  
• Experience with PowerShell and Power BI
  
• Ability to work onsite in Washington, DC.
  
• Ability to lift up to 50 pounds when supporting onsite hardware needs.
  
• Experience supporting transition or surge operations.
  
• Experience supporting large distributed enterprise environments.
  

Responsibilities:

• Conduct root cause analysis for recurring incidents.
  
• Develop automation scripts using PowerShell.
  
• Build service performance dashboards in Power BI.
  
• Support enterprise imaging and system migrations.
  
• Perform secure data recovery and NIST-aligned media sanitization.
  
• Perform mobile device and endpoint management console support
  
• Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
  
• Maintain and expand knowledge base of commonly used software, hardware, and accessories, such as USB cameras and conferencing peripherals.
  
• Maintain asset documentation and reconciliation records.
  
• Oversee device lifecycle compliance and chain-of-custody documentation.
  
• Contribute to cross-tier technical documentation and training.
  
• Collaborate with cross-functional teams and external vendors to resolve hardware and software issues.
  

Preferred Skills

• ITIL Foundation certification.
  

Background Investigation Requirements

• Must be a U.S. Citizen.
  
• Must be eligible to obtain and maintain a Public Trust clearance.
  
• Must successfully complete the required background investigation and security training.
  

Benefits

Benefits

• 15 days of PTO.
  
• 11 paid federal holidays.
  
• Medical, Dental, Vision, Life, and Disability insurances.
  
• HSA and FSA.
  
• Travel assistance program.
  
• Pet insurance.
  
• and many others.
  

GTSC is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.

GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at Recruiting@GTSC.com

Note: This accessibility is intended for individuals requiring accommodation and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded. GTSC participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.