Service Desk Agents – Tier 2, Washington DC (GT26080831PL
Listed on 2026-08-06
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Service Desk Agents – Tier 2, Washington DC (GTPL)
Washington, United States | Posted on 07/31/2026
- Industry Technology - No Clearance Required
- Salary $50, / year
- City Washington
- State/Province District of Columbia
- Country United States
GTSC seeks experienced Service Desk Agents, Tier 2, for support of the US House of Representatives.
Location:
Washington, DC
in the National Capitol complex.
Mission:
Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
GTSC Company Description
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.
Job Description
The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination.
Required Skills- 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).
- 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.
- Must be a U.S. Citizen.
- Must have current or recent Public Trust background investigation.
- Must complete the 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.
- and many others.
GTSC is proud to be anequal 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 aboutyour EEO rights as an applicant.
GTSC is committed toworking with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have adisability and require assistance with our online application process, please tell us how we can help by contacting us
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