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TierI Help Desk Agent
KeenLogicisseekingto hire a Tier I Help Desk Agentsupporting theUnited States Senateon a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spanssix years beginning March 1, 2026(two base years and fouroptionyears), offering long-term stability and growth.
Work will be performedon-site at Senate facilities in Washington, DC, and other approved Senate locations asrequired.This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.
TierI Help Desk Agents serve as the first point of contact for Senate end users. They provide frontline technical support for routine software, hardware, and connectivity issues, ensuring courteous andtimelyresolution or escalation.
Qualifications
- Must be able to pass a Senate background check andmust be eligible for Senate Office building access
- 3+yearsofIT support experience
- Strong customer service skills
- One of the followingcertifications:ITIL, Security+, HP, Apple, Microsoft
Duties and Responsibilities
- Provides Tier I technical support for software, hardware, and network issues by performing initial problem diagnosis and guiding users through step-by-step solutions, or by applying established procedures to resolve first-tier support issues
- Uses automated information systems and ticketing tools to analyze routine situations and document incidents, requests, troubleshooting steps, and resolutions
- Reviews incoming service requests (computer-generated, phone, email, or in person), sorts, codes, and prioritizes them for proper actionin accordance withestablished procedures and service level agreements
- Resolves issues within defined Tier I scope or escalates to more senior technical support as necessary, ensuringaccuratehandoff and documentation
- Supports users by fulfilling individual requests for information and providing basic training on available systems, applications, and tools
- Conducts technical research using approved knowledge bases, documentation, and other information sources to support requests related to ongoing programs
- Interacts, coordinates, and escalates issues to other team members to ensuretimelyresolution of the underlying issue
- Serves as the first point of contact for IT support requests and provides professional, customer-focusedassistancein a high-visibility environment
- Verifies user identity and authorization prior to performing support actionsin accordance withsecurity policies
- Performs basic account support functions, including password resets and access-relatedassistance, following approved security procedures
- Identifiesrecurring issues or trends and communicates them to senior staff for awareness and potential resolution
- Maintains awareness of known issues, system outages, and planned maintenance to provideaccurateand consistent communication to users
- Assistswith basic device setup and onboarding activities as directed
- Contributes to the knowledge base by documenting solutions and approved workarounds
- Adheres to security, confidentiality, and acceptable use policiesat all times
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