Tier II Help Desk Analyst

KeenLogic•Washington, DC

6h•Onsite

About The Position

KeenLogic is seeking to hire a Tier II 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 beginning March 1, 2026 (two base years and four option 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. Tier II Help Desk Agents provide advanced technical support for issues escalated from Tier I. They diagnose more complex software, hardware, and network problems and coordinate with engineering or field teams as needed.

Requirements

Must be able to pass a Senate background check and must be eligible for Senate Office building access
6+ years of IT support experience
Strong customer service skills
One of the following certifications: ITIL, Security+, HP, Apple, Microsoft

Responsibilities

Serves as the primary escalation point for Tier I, providing advanced troubleshooting and resolution for complex software, hardware, and network issues
Performs in-depth analysis to diagnose and resolve incidents that require deeper technical knowledge or cross-system correlation
Uses automated information systems and ticketing tools to analyze issues, document findings, and track incident resolution through completion
Reviews, prioritizes, and manages escalated service requests to ensure timely resolution in accordance with service level agreements
Resolves issues within Tier II scope or coordinates with Tier III, systems engineering, or vendor support for further resolution
Provides technical guidance and mentorship to Tier I staff, including recommended troubleshooting approaches and best practices
Conducts technical research using vendor documentation, system logs, and internal knowledge bases to support problem resolution
Works with systems engineering and other technical teams to restore services, identify root causes, and prevent recurrence
Identifies recurring incidents or systemic issues and contributes to problem management and corrective action efforts
Assists with configuration, maintenance, and troubleshooting of end-user devices, applications, and connectivity within approved standards
Develops and updates knowledge base articles, troubleshooting guides, and documented procedures
Ensures compliance with security policies, configuration standards, and documentation requirements
Supports system upgrades, deployments, and special projects as assigned
Maintains situational awareness of outages, maintenance activities, and known issues and communicates effectively with users and stakeholders