Tier III Support Technician

UEM Tier III Support Technician

Keen Logic is seeking a Tier III Support Technician to support the U.S. House of Representatives, Office of the Chief Administrative Officer (CAO) – House Information Resources, Office of IT Customer Solutions directorate (ITCS) to provide technical support services for the U.S. House of Representatives (House) in both Washington, DC and in district offices.

ITCS provides a wide range of end user technology support services to House Members, Committees, Leadership Offices, and staff.

This position will serve as primary technical resource and solution-provider for ITCS and will interact with other technology groups both internal and external as appropriate to respond to user requests and/or problems. Candidate must be able to configure and troubleshoot Commercial Off-the-shelf (COTS) software, PCs, MACs, and mobile devices including smartphones, tablets, printers, and multifunction devices. Contractors must all be able to assist in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and other internally developed applications.

The contractors must possess an intermediate to advanced level of knowledge working with various Windows, MAC, IOS and Android operating system software, as well as intermediate foundation knowledge of physical, network and application layers, tools such as the TCP/IP protocol commands for resolving reported issues.

Keen Logic offers Fortune 500-level benefits, including health, dental, and vision insurance, PTO, paid federal holidays, 401(k), and life insurance.

• Contract Length:
  Base year plus one option year (anticipated start of contract is September 29th, 2026)
• Schedule:
  
  40 hours/week
• Core
  
  Hours:
  
  Monday – Friday during standard business hours
• Location:
  
  Washington, DC and other district office locations as necessary

• Bachelor’s degree or relevant work experience with microcomputer hardware and software including networking and communications interfaces and relationships.
• 1 year minimum experience supporting virtual conferencing solutions
• Experience with MS Teams, Web Ex, and Zoom applications preferred but not required.
• 3 years minimum experience supporting clients using remote access software.
• Experience/exposure Cisco Any Connect.
• 3 years minimum experience with Microsoft Windows 11 and Office 365 applications.
• 3 years minimum experience supporting Mobile operating systems, i.e., iOS, Android.
• 5 years minimum experience in an IT Call Center environment or Tier 2 support role.
• 5 years minimum experience and advanced knowledge working with various Windows, MAC, iOS, Android operating system software.
• 5 years minimum experience with Active Directory User & Account Administration.
• 5 years minimum experience supporting Microsoft Office
  365 Pro Plus;
  SharePoint, and Exchange Online.
• 5 years experience using BMC Remedy Incident and Change or Knowledge Management.
• Extensive knowledge and experience with IT hardware, software networking and mobility systems for workstation and server messaging clients.
• Experience with Power Shell/Power Automate required.
• Must be able to physically lift up to 50 pounds of equipment.
• Knowledge and experience with Microsoft Endpoint Manager (formerly SCCM) as well as Microsoft Deployment Tool. The candidate should be well versed in deploying computer images and applications packages.
• Thorough knowledge and ability with the Microsoft Power Platform (primarily Power BI and Power Automate).
• Power Shell scripting ability.
• Demonstrated advanced technical skills and the ability to develop solutions to complex technical problems.
• Possess more specialized technical support knowledge and skills.
• Ability to solve complex problems.
• Be able to interact with executive-level customers and management.
• Possess excellent customer service skills.
• Possess the ability to work in a fast-paced environment and meet challenging
• deadlines.
• Demonstrate excellent communication skills and telephone mannerism.
• Demonstrate strong business/systems analysis experience working closely with users to resolve problems and capture new business requirements.
• Be…