Tier 1 Service Desk Agent - Government IT Support (DC)

The Bowen Group (a GTSC Company)

Washington (District of Columbia)

On-site

USD 45,000 - 60,000

Full time

14 days+

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Benefits offered by this job

PTO 15 days

11 federal holidays

Medical, Dental, Vision insurance

HSA and FSA

Travel assistance

Pet insurance

Job summary

The Bowen Group (a GTSC Company) seeks experienced Service Desk Agents, Tier 1, to support the US House of Representatives. Location is Washington, DC, onsite in the National Capitol complex with nationwide office support.

Responsibilities include frontline Tier 1 support, software installation and usage, and remote access tools such as RSA SecurID and VPN. Ideal candidates have 3+ years in service desk roles, experience with macOS, Microsoft 365, VPN, and ticketing systems, and the ability to

Qualifications

Three years of Service Desk experience.
At least one year supporting macOS.
Experience with Microsoft 365.
Experience with VPN and secure connectivity tools.
Familiarity with enterprise ticketing systems.
Basic understanding of device inventory tracking.
Ability to work onsite in Washington, DC.
Ability to lift up to 50 pounds for onsite hardware needs.

Responsibilities

Deliver a high level of customer service on all support calls and adhere to Quality Standards.
Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and onsite visits when necessary.
Support installation, configuration, and use of various application software.
Offer mobile device support for Android and iOS.
Assist in developing user documentation and installation procedures.
Provide technical assistance from general info to configuration and problem resolution.
Disseminate alerts via voicemail, web, newsgroups, and email.
Maintain and update a knowledge base of supported software and hardware.