Tier I Help Desk Analyst
Tier I Help Desk Agent
KeenLogic is seeking to hire a Tier I Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years beginning March 1, 2026 (two base years and four option years), offering long-term stability and growth.
Work will be performed on-site at Senate facilities in Washington, DC, and other approved Senate locations as required. This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.
Tier I 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 and timely resolution or escalation.
Qualifications
- Must be able to pass a Senate background check and must be eligible for Senate Office building access
- 3+ years of IT support experience
- Strong customer service skills.
- Preferred Certifications: ITIL, Security+, HP, Apple, Microsoft
Duties and Responsibilities
- Provide Tier I technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
- Provide expertise to solve first tier technical support issues for end-users of the organization’s products and services
- Use automated information systems to analyze routine situations
- Review incoming requests, both computer generated and verbal, sorts, codes and prioritize for proper action
- Contact more senior technical support as necessary
- Support users by fulfilling individual requests for information and/or training on various systems available
- Conduct technical research for sources of information required in support of request for information related to ongoing programs
- Interact, coordinate, and/or escalate to other team members to ensure the core issue is addressed