Service Desk Agents – Tier 2, Washington DC (GT26080831PL

GTSC seeks experienced Service Desk Agents, Tier 2, for support of the US House of Representatives.

Multiple positions available.

Location:
Washington, DC in the National Capitol complex.

The IT Service Desk Representative will provide support to House of Representatives 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.

Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.

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.

The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination.

• 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 o 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).

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

• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist House offices in installing, configuring, and using House-supported software and applications.
• Decommission devices by wiping Macs, iPhones and iPads.
• Contribute to the development of user-facing documentation and installation guides.
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
• Offer consulting services to House offices on best practices, system usage, and technology recommendations.
• Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
• Perform user data migration tasks upon request, ensuring data integrity and security.
• Create and deploy system images for computers and laptops to streamline setup and deployment processes.
• Perform mobile device and endpoint management console support (Air Watch, Big Fix, Apple Business Manager, Workspace ONE, Intune, Jamf).
• Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Use Power Shell and Power BI to create custom reports as needed Use Power Shell to automate maintenance processes as needed.

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment

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

• 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.

GTSC is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of…