Tier 1 Service Desk Support- 3640603

Computer Technologies Consultants (CTC) is seeking Tier 1 Service Desk Support to support the U.S. House of Representatives in Washington, DC. 

With offices in Washington DC and San Diego, CA, CTC is a leading technology company providing lifecycle IT, data analytics, cloud managed hosting services, agile software development, DevOps, Test Automation, Cyber Security, and infrastructure solutions. Additionally, we provide Professional Talent Acquisition Services as we proudly support the unique needs of U.S. Defense, Intelligence, and Federal Civilian agencies as well as Fortune 1000 companies.

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well look no further! Experience this family-oriented company who takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with our client you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of and work in collaborative, dynamic, and high-tempo environments.  Our clients’ employees are their most valued asset and they invest in their people because they are in it for the long term. They are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities world-wide.

Why Should You Be Interested?

• Direct hire full-time position
• Competitive base salary and comprehensive benefits
• Mid-size company with room for growth

Position Title: Tier 1 Service Desk Support

Position Location: On-site – Washington, DC

Daily Responsibilities: 

• Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
• Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, on-site visits.
• Support the installation, configuration, and use of application software.
• Offer mobile device support for Android and iOS platforms.
• Assist in the development of user documentation/installation procedures.
• Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.
• Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.
• Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.
• Demonstrate a willingness to learn/retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies.
• Participate in HIR projects and initiatives as needed.
• Serve as an escalation resource for advanced-level support issues.
• Collaborate closely with internal groups to support and maintain current technology platforms.
• Coordinate with vendors to troubleshoot and resolve issues effectively.
• Escalate/consult with senior engineering staff for the resolution of complex technical problems.
• Perform other official duties as assigned.

Required Years of Experience (min):       

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in:
• IT Call Center environments
• Active Directory user and account administration
• Supporting Microsoft Windows 10 and Office 365 applications
• Supporting mobile operating systems (iOS, Android)
• Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• One (1) year minimum experience supporting:
• macOS
• Remote access tools (e.g., Cisco AnyConnect)
• VPN and secure remote connectivity (RSA SecurID experience preferred)

Required Experience & Expertise in the following areas:

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools/protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
• Ability to operate in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Be self-motivated to work supervised and unsupervised as needed.

Required Clearance:

• Security/Background Check

Pay Information

Full-Time Salary Range: $45k-$65k

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Computer Technologies Consultants, Inc. is an Equal Opportunity Employer that provides employment opportunities for all qualified applicants without regard to race, color, religion, gender identity and/or expression, sexual orientation, age, mental or sensory differing abilities, protected veteran status, sex, national origin, or any other characteristic protected by applicable law. Computer Technologies Consultants, Inc. is devoted to diversity, equity, and inclusion.