Tier 2 IT Service Desk – Onsite (DC)

Gtsc; Washington (District of Columbia); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

PTO

Federal holidays

Health insurance

Dental coverage

Vision coverage

HSA

FSA

Travel assistance

Pet insurance

Job summary

GTSC seeks experienced Service Desk Agents, Tier 2, to support the US House of Representatives. Located in Washington, DC, the role covers campus staff and nationwide offices with advanced troubleshooting and on-site support.

The Tier 2 agent will handle endpoint configuration, asset lifecycle, and complex end-user issues while maintaining documentation and knowledge bases for rapid resolutions.

Qualifications

• U.S. citizen with eligibility for a Public Trust
• 3+ years in IT call center or service desk
• Experience supporting Windows 10, Office 365 Pro Plus, SharePoint
• Experience with mobile OS (iOS/Android) and MDM tools
• Knowledge of VPN/RSA SecurID and remote access tools
• Strong customer service and executive-facing communication
• Ability to work in a fast-paced environment and meet deadlines

Responsibilities

• Deliver on-site support for mobile devices, hardware install, and software configuration.
• Assist offices with installation and use of House-supported software.
• Decommission devices by wiping Macs, iPhones, and iPads.
• Develop user-facing documentation and installation guides.
• Maintain knowledge base of software, hardware, peripherals.
• Provide consulting on best practices and system usage.
• Act as escalation point for complex end-user issues.
• Perform data migration tasks on request with data integrity.
• Create and deploy system images for laptops/desktops.
• Support mobile device and endpoint management consoles (MDM).
• Configure workstations, printers, and peripherals as needed.
• Use PowerShell and Power BI to create reports and automate tasks.

Skills

Windows OS

macOS

iOS/Android

Networking basics

TCP/IP

Customer service

Fast-paced environment

AD administration

Office 365

SharePoint

Exchange Online

MDM tools

JAMF

ABM

Workspace ONE

Intune

RSA SecurID

VPN

Remedy/ITSM

PowerShell

Power BI

On-site support

Team collaboration

Tools

JAMF

Apple Business Manager

Workspace ONE

Intune

AirWatch

BigFix

PowerShell

Power BI

Job description

GTSC seeks experienced Service Desk Agents, Tier 2, to support the US House of Representatives. Located in Washington, DC, the role covers campus staff and nationwide offices with advanced troubleshooting and on-site support.

The Tier 2 agent will handle endpoint configuration, asset lifecycle, and complex end-user issues while maintaining documentation and knowledge bases for rapid resolutions.