Onsite Tier I Help Desk Analyst — Senate IT Support

KeenLogic; Washington (District of Columbia); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Fortune 500-level health/dental/vision

PTO

401k

Life Insurance

Job summary

KeenLogic is hiring a Tier I Help Desk Agent to support the United States Senate on a long-term, six-year program. This on-site role will handle frontline IT issues for Senate offices, troubleshoot software and hardware, and document steps taken while ensuring security policies are followed.

The successful candidate will have 3+ years of IT support experience, strong customer service skills, and the ability to obtain Senate access.

Qualifications

• 3+ years of IT support experience
• Must be able to pass Senate background check and be eligible for Senate access
• Strong customer service skills
• CompTIA Security+ certification required or equivalent

Responsibilities

• Provide Tier I technical support for software, hardware, and connectivity issues.
• Use ticketing tools to document incidents, requests, troubleshooting steps, and resolutions.
• Prioritize requests and route to appropriate teams per SLAs.
• Perform basic account support such as password resets and access assistance.
• Contribute to knowledge base with solutions and workarounds.
• Maintain awareness of known issues and communicate status to users.

Skills

Customer service

Communication

Problem solving

Time management

Education

CompTIA Security+

Tools

Ticketing systems

Job description

KeenLogic is hiring a Tier I Help Desk Agent to support the United States Senate on a long-term, six-year program. This on-site role will handle frontline IT issues for Senate offices, troubleshoot software and hardware, and document steps taken while ensuring security policies are followed.

The successful candidate will have 3+ years of IT support experience, strong customer service skills, and the ability to obtain Senate access.