Tier 2 Service Desk Agent — Government IT (DC/Remote)

The Bowen Group (a GTSC Company)

Washington (District of Columbia)

On-site

USD 50,000 - 65,000

Full time

14 days+

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Benefits offered by this job

PTO 15 days

11 paid federal holidays

Medical, Dental, Vision

HSA and FSA

Travel assistance

Pet insurance

Job summary

GTSC seeks experienced Service Desk Agents, Tier 2, to support the US House of Representatives from Washington, DC. The role covers on-site IT support, troubleshooting, and asset lifecycle duties across campus and national offices.

Candidates need strong AD/Office 365 experience, familiarity with VPN and remote access, and a background in enterprise IT support. The position offers 24/7 hybrid desk coverage and growth opportunities within GTSC.

Qualifications

Experience configuring and troubleshooting COTS software/hardware including PCs and mobile devices.
Strong knowledge of Windows, macOS, iOS, Android operating systems.
Familiarity with TCP/IP tools and network concepts.
Excellent customer service and professional communication, especially with executive staff.
Experience supporting Windows 10, Office 365, SharePoint, and Exchange Online.

Responsibilities

Deliver on-site support for mobile devices and hardware, software configuration, and troubleshooting.
Assist offices in installing and using House-supported software and applications.
Decommission devices by wiping Macs, iPhones, and iPads.
Maintain knowledge base and user-facing installation guides.
Create system images and deploy for setup and deployment processes.
Provide escalation support for complex end-user issues.
Perform data migrations and report generation with PowerShell/Power BI.
Support endpoint management consoles (AirWatch, ABM, Workspace ONE, Intune, JAMF).