Helpdesk Agent (Tier 1

Tier 1 Helpdesk Agent

Zolon is seeking a Tier 1 Helpdesk Agent to support and provide frontline phone, email, chat, and portal support with a focus on triage and first-contact resolution for House staff nationwide. These services include system maintenance and system administration to ensure optimal performance, security, and a reliable IT infrastructure in support of Member, Committee, Leadership, or other House offices.

Key Responsibilities:

• Answer and triage incoming tickets via phone, email, chat, and self-service portal.
• Achieve first-contact resolution where possible; escalate per SOPs when required.
• Document all interactions accurately in the ITSM ticketing system.
• Follow scripts, SOPs, and knowledge base articles for consistent service.
• Work rotating 24x7 shifts, including nights, weekends, and holidays as scheduled.

Required Qualifications (Must-Have):

• 3+ years of IT call center/help desk experience.
• Active Directory, Windows 10, Office 365, SharePoint, Exchange Online.
• iOS/Android support experience.
• Phone/chat/email support experience.
• Experience with incident/change/knowledge management systems.
• Strong customer service skills.

Preferred Qualifications / Differentiators:

• BMC Helix/Remedy experience.
• macOS support experience.
• Cisco Any Connect, RSA SecurID.
• JAMF, Apple Business Manager, Workspace ONE, Intune.
• ITIL Foundation or M365 certification.

Security, Compliance & Onboarding Requirements:

• Must be U.S.
  
  -based and legally eligible to work in the United States (I-9/E-Verify compliance required).
• Must pass a U.S. Capitol Police background check (CP-491 or equivalent) with CAO adjudication before starting work on the contract.
• Must sign the House Non-Disclosure Agreement (NDA) before commencing work or receiving House Information access.
• Must complete House Information Security (HISPOL/HISPUB) orientation and annual Workplace Rights / harassment-and-discrimination-prevention training.
• House  required based on onsite presence, House network access, and COR determination.
• May not use personal devices for House systems/CMS or unauthorized cloud services.

Location:

Washington, DC