Tier II Help Desk Agent

KeenLogic is seeking to hire a Tier II Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years (two base years and four option years), offering long-term stability and growth.

Work will be performed on-site at Senate facilities in Washington, DC. This is a full-time position offering Fortune 500-level health, dental, vision, PTO, 401(k), and Life Insurance.

Tier II Help Desk Agents provide advanced technical support for complex desktop, application, account, and connectivity issues that cannot be resolved at the Tier I level. They serve as a key escalation point while also working directly with Senate end users, requiring strong technical troubleshooting abilities, excellent communication skills, and a customer-focused approach in a high-visibility environment.

Qualifications

• Must be able to pass a Senate background check and must be eligible for Senate Office building access
• 5+ years of IT support experience, including advanced desktop support and troubleshooting
• Strong customer service and interpersonal communication skills with experience supporting executive or VIP users preferred
• Experience troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, hardware, printers, mobile devices, and network connectivity
• Experience working with ticketing systems and IT Service Management (ITSM) tools
• CompTia Security+

Duties and Responsibilities

• Serves as the primary escalation point for Tier I, providing advanced troubleshooting and resolution for complex software, hardware, and network issues 
• Performs in-depth analysis to diagnose and resolve incidents that require deeper technical knowledge or cross-system correlation 
• Uses automated information systems and ticketing tools to analyze issues, document findings, and track incident resolution through completion 
• Reviews, prioritizes, and manages escalated service requests to ensure timely resolution in accordance with service level agreements 
• Resolves issues within Tier II scope or coordinates with Tier III, systems engineering, or vendor support for further resolution 
• Provides technical guidance and mentorship to Tier I staff, including recommended troubleshooting approaches and best practices 
• Conducts technical research using vendor documentation, system logs, and internal knowledge bases to support problem resolution 
• Works with systems engineering and other technical teams to restore services, identify root causes, and prevent recurrence 
• Identifies recurring incidents or systemic issues and contributes to problem management and corrective action efforts 
• Assists with configuration, maintenance, and troubleshooting of end-user devices, applications, and connectivity within approved standards 
• Develops and updates knowledge base articles, troubleshooting guides, and documented procedures 
• Ensures compliance with security policies, configuration standards, and documentation requirements 
• Supports system upgrades, deployments, and special projects as assigned 
• Maintains situational awareness of outages, maintenance activities, and known issues and communicates effectively with users and stakeholders

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