Tier 1 IT Service Desk Representative
*This position is contingent upon a future opening with Gunnison.
Work location: Hybrid, Washington, DC. Number of on site days TBD.
Salary: $50,000 - $55,000/year
Tier 1 is the first level of IT support, typically handling basic customer issues and troubleshooting. Tier 1 support is managed through the Call Center, with an onsite presence required and some remote flexibility. The House has one location in Washington, located in the DC Metropolitan area. The Call Center Tier 1 Representative should be able to handle on average 50 tickets weekly.
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, House-developed
applications, and remote access tools such as RSA SecurID and VPN.
Primary Responsibilities:
- Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards. Strong emphasis on service and communication skills.
- 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.