Tier 2 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: $60,000 - $64,000/year

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.

In addition to Tier 1 responsibilities, Tier 2 Support personnel will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices.

Primary Responsibilities:

• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations. 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.
• 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 (AirWatch, BigFix, 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.

Additional Expectations:

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
• Perform other official duties as assigned.
• Ability to fulfill all Tier 1 responsibilities:

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.