Service Desk Agents – Tier 1, Washington DC (GT26080915PL

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.

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

• 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.

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

• 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.

• 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.

• 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 all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Learn more about your EEO rights as an applicant.

GTSC participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.