TECHNICAL SUPPORT ENGINEER

KeenLogic; Washington (District of Columbia); Hybrid; USD 75,000 - 105,000; Full time

Job summary

KeenLogic is seeking a skilled Tier III Help Desk Engineer for a critical role on Capitol Hill with the U.S House of Representatives. This full-time, hybrid position requires extensive technical support experience across various operating systems and the ability to provide exceptional customer service while troubleshooting complex issues. Candidates must meet specific educational requirements and possess a government clearance for eligibility to provide IT solutions for House offices.

Benefits

Fortune 500 level benefits

PTO

401k

Monthly reimbursement for travel

Qualifications

• Must be eligible for a government clearance.
• U.S. Citizen requirement.
• 5 years experience for Bachelor's degree or 7 years for High School diploma.

Responsibilities

• Serve as primary technical resource for IT Customer Solutions.
• Troubleshoot software/hardware issues across multiple platforms.
• Provide 24X7 on-call support.

Skills

Microsoft Windows 11

Office 365 applications

Power Automate

PowerShell

Microsoft Server 2016

Microsoft Endpoint Manager

Mobile operating systems

Active Directory User & Account Administration

BMC Remedy

Education

Bachelor's Degree

High School diploma

Tools

BMC Remedy

Job description

KeenLogic is seeking an experienced Tier III Help Desk Engineer to join our team on Capitol Hill at the U.S House of Representatives. The ideal candidate will have experience troubleshooting a variety of software and hardware issues including issues with Windows, Mac, iOS, and Android operating systems. As a Tier III Help Desk Analyst, you will serve as primary technical resource and solution-provider for IT Customer Solutions (ITCS) and will interact with other technology groups both internal and external as appropriate to respond to user requests and / or problems.

This is a hybrid role Monday through Friday. The hours for this position are 9 : 00 AM to 6 : 00 PM. The ideal candidate must be able available to provide 24X7 on-call support. This is a full-time position offering fortune 500 level benefits, PTO, 401k, and monthly reimbursement for travel.

Qualifications :

• Must be eligible for a government clearance
• Must be a U.S. Citizen
• Bachelors Degree and 5 years' experience or High School diploma and 7 years experience

Required Skills :

• 2+ years' experience with Microsoft Windows 11
• 3+ years experience with Office 365 applications
• 1+ years experience with Power Automate, creating and implementing power automate flows
• 2+ years experience with PowerShell, writing and utilizing PowerShell to automate the management of systems, including deployment tools and exporting data
• 1+ years experience maintaining and patching Microsoft Server 2016
• 3+ years experience with Microsoft Endpoint Manager (formerly SCCM) and / or Microsoft Deployment Tool
• The candidate needs to be well versed in deploying computer images and applications packages
• 3+ years experience supporting Mobile operating systems, i.e. iOS, Android
• 3+ years experience in a Tier 2 support role
• 2+ years experience supporting and knowledge of the Mac operating system
• 3+ years experience with Active Directory User & Account Administration
• 2+ years experience using BMC Remedy Incident and Change or Knowledge Management or a similar tool
• Must be able to physically lift up to 50 pounds of equipment
• Monitor support queues to ensure incidents have been escalated appropriately and have the correct level of detail captured
• Troubleshoot incidents that cannot be resolved by Tier 2
• Provide knowledge articles and technical articles for other support tiers
• Maintain, repair, and restore the components of IT services
• Automate Operating System Deployment
• Automate business processes
• Provide mobile device support, hardware / software installation, and configuration support
• Provide support for House offices in installing and using House supported software
• Serve as a resource for solving user problems requiring an advanced level of technical support
• Maintain a high degree of customer service for all support calls and adhere to all Quality Standards
• Provide support for application software installation and use
• Participate in HIR projects and initiatives for House customers
• Serve as the technical resource and solution-provider for the Call Center support team
• Work closely with other HIR groups to support current technology
• Interact with other HIR groups as appropriate to efficiently respond to user requests / problems
• Partner with vendors to identify and resolve problems
• Confer with senior engineering staff to resolve more complex problems
• Perform other official duties as assigned

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting

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Technical Support Engineer • Washington, DC, United States