Tier I Help Desk Analyst

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

TierI Help Desk Agent

KeenLogic is seeking to hire a Tier I Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years, offering long-term stability and growth.

Work will be performed on-site at Senate facilities in Washington, DC, and other approved Senate locations as required. This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.

TierI Help Desk Agents serve as the first point of contact for Senate end users. They provide frontline technical support for routine software, hardware, and connectivity issues, ensuring courteous and timely resolution or escalation.

Qualifications

• Must be able to pass a Senate background check and must be eligible for Senate Office building access
• 3+ years of IT support experience
• Strong customer service skills
• CompTIA Security+

Duties and Responsibilities

• Provides Tier I technical support for software, hardware, and network issues by performing initial problem diagnosis and guiding users through step-by-step solutions, or by applying established procedures to resolve first-tier support issues
• Uses automated information systems and ticketing tools to analyze routine situations and document incidents, requests, troubleshooting steps, and resolutions
• Reviews incoming service requests (computer-generated, phone, email, or in person), sorts, codes, and prioritizes them for proper action in accordance with established procedures and service level agreements
• Resolves issues within defined Tier I scope or escalates to more senior technical support as necessary, ensuring accurate handoff and documentation
• Supports users by fulfilling individual requests for information and providing basic training on available systems, applications, and tools
• Conducts technical research using approved knowledge bases, documentation, and other information sources to support requests related to ongoing programs
• Interacts, coordinates, and escalates issues to other team members to ensure timely resolution of the underlying issue
• Serves as the first point of contact for IT support requests and provides professional, customer-focused assistance in a high-visibility environment
• Verifies user identity and authorization prior to performing support actions in accordance with security policies
• Performs basic account support functions, including password resets and access-related assistance, following approved security procedures
• Identifies recurring issues or trends and communicates them to senior staff for awareness and potential resolution
• Maintains awareness of known issues, system outages, and planned maintenance to provide accurate and consistent communication to users
• Assists with basic device setup and onboarding activities as directed
• Contributes to the knowledge base by documenting solutions and approved workarounds
• Adheres to security, confidentiality, and acceptable use policies at all times