Service Desk Agents – Tier 1, Washington DC (GT26080915PL)

Company: GTSC

Location: —

Clearance Required: Public Trust

Salary: 45000-60000 per year

Description

GTSC seeks experienced Service Desk Agents, Tier 1, for support of the US House of Representatives.

Multiple positions available.

Location: Washington, DC in the National Capitol complex.

Mission

The IT Service Desk Representative will operate within a Call Center environment, providing support to House 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.

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 1 Service Desk Agent provides frontline technical support within a 24/7 hybrid Service Desk environment supporting a distributed Government enterprise.

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, onsite visits.
Support the installation, configuration, and use of various application software.
Offer mobile device support for Android and iOS platforms.
Assist in the development of user documentation and 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.

Additional Expectations:

Demonstrate a willingness to learn and 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.
Act as a technical subject-matter expert and solution provider for internal Tier 2 support.
Collaborate closely with internal groups to support and maintain current technology platforms.
Coordinate with external vendors to troubleshoot and resolve issues effectively.
Escalate and consult with senior engineering staff for the resolution of complex technical problems.

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.

Requirements

Required Skills

Three (3) years’ Service Desk experience.
One (1) year supporting macOS.
Experience supporting Microsoft 365.
Experience supporting VPN and secure connectivity tools.
Familiarity with enterprise ticketing systems.
Basic understanding of device inventory tracking processes.
Ability to work onsite in Washington, DC.
Ability to lift up to 50 pounds when supporting onsite hardware needs.

Preferred Skills

ITIL Foundation certification.
Experience supporting large, distributed enterprise environments.
Experience supporting transition or surge operations

Background Investigation Requirements

Must be a U.S. Citizen.
Must have current or recent Public Trust background investigation.
Must successfully complete required background investigation and security training.