Tier 2 IT Service Desk Representative

Gunnison Consulting Group•Washington, DC

10h•Hybrid

About The Position

This position is contingent upon a future opening with Gunnison. Work location: Hybrid, Washington, DC. Number of on site days TBD. Salary: $60,000 - $64,000/year The IT Service Desk Representative will operate within a Call Center environment, providing support to House office staff located on primary offices on campus in DC, as well as nationwide across state and district offices. This role involves assisting users with the installation and usage of House supported software and systems, including messaging clients, word processors, web browsers, antivirus software, House-developed applications, and remote access tools such as RSA SecurID and VPN. In addition to Tier 1 responsibilities, Tier 2 Support personnel will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices.

Requirements

Candidates for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment.
Supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.
Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems.
Five (5) years of Active Directory user and account administration.
Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
Three (3) years of experience supporting clients using remote access software.
Three (3) years of experience supporting remote connectivity (VPN).
Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
Ability to operate effectively in a fast-paced environment and meet tight deadlines.
Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
One (1) year minimum experience supporting: macOS
Remote access tools (e.g., Cisco AnyConnect)
VPN and secure remote connectivity (RSA SecurID experience preferred)
Three (3) years minimum experience in: IT Call Center environments
Active Directory user and account administration
Supporting Microsoft Windows 10 and Office 365 applications
Supporting mobile operating systems (iOS, Android)
Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune
Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
Demonstrate a willingness to learn and retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies

Nice To Haves

Essential customer service skills include effective communication and problem-solving.
Background in sports or hospitality industry is preferred.
Be self-motivated to work supervised and unsupervised as needed.
Related IT certifications (e.g., A+, Network+, Security+) preferred but not required
ITIL Foundations preferred but not required
M365 Certification preferred but not required
Other industry-recognized certification
Related College degree preferred but not required

Responsibilities

Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
Strong emphasis on service and communication skills.
Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
Assist House offices in installing, configuring, and using House-supported software and applications.
Decommission devices by wiping Macs, iPhones and iPads.
Contribute to the development of user-facing documentation and installation guides.
Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
Offer consulting services to House offices on best practices, system usage, and technology recommendations.
Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
Perform user data migration tasks upon request, ensuring data integrity and security.
Create and deploy system images for computers and laptops to streamline setup and deployment processes.
Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, Jamf).
Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
Perform other official duties as assigned.
Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, onsite visits.
Support the installation, configuration, and use of various application software.
Offer mobile device support for Android and iOS platforms.
Assist in the development of user documentation and installation procedures.
Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.
Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.
Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.