Tier 1 Service Desk Representative (Day Shift)

Peraton•Washington, DC

6d•Onsite

About The Position

Peraton is seeking an IT Tier I Service Desk Representative to join our team of qualified and diverse individuals. The 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, HIR-developed applications, and remote access tools such as RSA SecurID and VPN. Location: Onsite in Washington, D.C. Shift Schedule: Day Shift: 8:00 AM – 7:00 PM (Eastern Time)This position follows a 4x10 schedule (four 10-hour workdays, followed by three days off). Schedule Options: Schedule A: Monday through Thursday Schedule B: Friday through Monday Note: Alternate shifts available.

Requirements

High School Diploma and of 5 years of experience
U.S. Citizenship is required with the ability to obtain a Public Trust
Proven ability to configure and troubleshoot commercial off-the-shelf (COTS) hardware and software, including desktops, laptops (PC and Mac), mobile devices, printers, and other peripherals
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems
Basic understanding of physical, network, and application layers, with the ability to use TCP/IP tools and protocol commands for issue resolution
Strong customer service and communication skills, with a professional presence when interacting with executive-level users and management
Ability to perform effectively in a fast-paced environment and meet deadlines consistently
Experience conducting business and systems analysis to assess, understand, and resolve end-user issues
Minimum of one (1) year of hands-on experience supporting: macOS Remote access tools such as Cisco AnyConnect VPN and secure remote connectivity (experience with RSA SecurID is a plus)
Minimum of three (3) years of experience in the following areas: IT Call Center or Service Desk support Active Directory user and account management Microsoft Windows 10 and Office 365 support iOS and Android mobile operating systems Microsoft Office 365 ProPlus, SharePoint, and Exchange Online Mobile Device Management (MDM) solutions such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Microsoft Intune
Minimum of five (5) years of experience using enterprise IT service management platforms such as BMC Helix (Remedy) for incident, change, or knowledge management

Nice To Haves

Ability to work independently and as part of a team with minimal supervision
Relevant IT certifications (e.g., CompTIA, Microsoft, Apple) are preferred but not required
Associate or bachelor’s degree in a related field is preferred but not required
ITIL certification is preferred but not required
Microsoft 365 certification is preferred but not required

Responsibilities

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.
Demonstrate a willingness to learn and retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies.
Participate in HIR projects and initiatives as needed.
Serve as an escalation resource for advanced-level support issues.
Act as a technical subject-matter expert and solution provider for internal Tier 2 support.
Collaborate closely with internal groups to support and maintain current technology platforms.
Coordinate with external vendors to troubleshoot and resolve issues effectively.
Escalate and consult with senior engineering staff for the resolution of complex technical problems.
Perform other official duties as assigned.