Tier I Help Desk Analyst — On-Site Senate IT Support

KeenLogic; Washington; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health/dental/vision

PTO

401k

Life Insurance

Job summary

KeenLogic is seeking a Tier I Help Desk Agent to support the United States Senate on a multi-year IT support program. This on-site role provides frontline technical assistance to Senate offices, handling software, hardware, and connectivity issues with a focus on courteous, timely resolution.

The position requires 3+ years IT support, the ability to pass a Senate background check, and CompTIA Security+. You will use ticketing systems, document steps and resolutions, escalate when needed, and

Qualifications

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

Responsibilities

• Provides Tier I technical support for software, hardware, and network issues.
• Uses ticketing tools to document incidents, requests, troubleshooting steps, and resolutions.
• Reviews incoming service requests and prioritizes actions per procedures and SLAs.
• Escalates to senior staff when necessary and ensures accurate handoff.
• Provides basic training and information to users and contributes to knowledge bases.

Skills

IT support experience

Customer service skills

Background check clearance

CompTIA Security+

Tools

Ticketing systems

Job description

KeenLogic is seeking a Tier I Help Desk Agent to support the United States Senate on a multi-year IT support program. This on-site role provides frontline technical assistance to Senate offices, handling software, hardware, and connectivity issues with a focus on courteous, timely resolution.

The position requires 3+ years IT support, the ability to pass a Senate background check, and CompTIA Security+. You will use ticketing systems, document steps and resolutions, escalate when needed, and