Tier 1 IT Service Desk Representative

Description

Work location:

Hybrid, Washington, DC. Number of on site days TBD.

• Salary: $50,000 - $55,000/year

Tier 1 is the first level of IT support, typically handling basic customer issues and troubleshooting. Tier 1 support is managed through the Call Center, with an onsite presence required and some remote flexibility. The House has one location in Washington, located in the DC Metropolitan area. The Call Center Tier 1 Representative should be able to handle on average 50 tickets weekly.

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, House-developed applications, and remote access tools such as RSA SecurID and VPN.

• Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards. Strong emphasis on service and communication skills.
• 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.

Candidates for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and 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 effectively in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• One (1) year minimum experience supporting:
  • macOS
  • Remote access tools (e.g., Cisco Any Connect)
  • VPN And Secure Remote Connectivity (RSA SecurID Experience Preferred)
• 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
  • Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
• Demonstrate a willingness to learn and retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies.

• Essential customer service skills include effective communication and problem-solving. Background in sports or hospitality industry is preferred.
• Be self-motivated to work supervised and unsupervised as needed.
• Related IT certifications (e.g. CompTIA A+) preferred but not…