Tier 2 Technology Support Services

Tier 2 Technology Support Services Contractors designated 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.

General Competencies & Technical Requirements:

• 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.

Minimum Experience:

• One (1) year minimum experience supporting: macOS, Remote access tools (e.g., Cisco Any Connect), VPN and secure remote connectivity (RSA Secur
  
  ID experience preferred)
• Three (3) years minimum experience in:
  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
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))

Preferred But Not

Required Qualifications:

• Three Years Experience IT Call Center environments
• CompTIA Certification (e.g., A+, Network+, Security+)
• M365 Certification
• ITIL Foundation Certification
• Relevant college degree in IT or related field
• Other industry-recognized IT certification

• 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 various application software.
• Offer mobile device support for Android and iOS platforms.
• Assist in the development of user documentation and installation procedures.

• Demonstrate a willingness to learn and retain knowledge of all
  -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.

Service Hours and Place of Performance:
Place of performance: U.S. office buildings located in Southwest Washington, D.C. inside the U.S. Capitol Complex. Normal Business

Hours:

Hours between 8:00 AM and 6:30 PM (EST) on Mondays through Fridays, except holidays observed by the.

Citizenship & Security Clearance:
Citizenship:
All contractor personnel performing on this contract must have authorized U.S. workers status. Security Clearance:
All contractor personnel performing under this contract must submit to and pass a background check performed.