Tier III Support Technician

KeenLogic•Washington, DC

5d•Onsite

About The Position

KeenLogic is seeking a Tier III Support Technician to support the U.S. House of Representatives, Office of the Chief Administrative Officer (CAO) – House Information Resources, Office of IT Customer Solutions directorate (ITCS) to provide technical support services for the U.S. House of Representatives (House) in both Washington, DC and in district offices. ITCS provides a wide range of end user technology support services to House Members, Committees, Leadership Offices, and staff. This position will serve as primary technical resource and solution-provider for ITCS and will interact with other technology groups both internal and external as appropriate to respond to user requests and/or problems. Candidate must be able to configure and troubleshoot Commercial Off-the-shelf (COTS) software, PCs, MACs, and mobile devices including smartphones, tablets, printers, and multifunction devices. Contractors must all be able to assist in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and other internally developed applications. The contractors must possess an intermediate to advanced level of knowledge working with various Windows, MAC, IOS and Android operating system software, as well as intermediate foundation knowledge of physical, network and application layers, tools such as the TCP/IP protocol commands for resolving reported issues.

Requirements

Bachelor’s degree or relevant work experience with microcomputer hardware and software including networking and communications interfaces and relationships.
1 year minimum experience supporting virtual conferencing solutions
3 years minimum experience supporting clients using remote access software.
Experience/exposure Cisco AnyConnect.
3 years minimum experience with Microsoft Windows 11 and Office 365 applications.
3 years minimum experience supporting Mobile operating systems, i.e., iOS, Android.
5 years minimum experience in an IT Call Center environment or Tier 2 support role.
5 years minimum experience and advanced knowledge working with various Windows, MAC, iOS, Android operating system software.
5 years minimum experience with Active Directory User & Account Administration.
5 years minimum experience supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online.
5 years experience using BMC Remedy Incident and Change or Knowledge Management.
Extensive knowledge and experience with IT hardware, software networking and mobility systems for workstation and server messaging clients.
Experience with PowerShell/Power Automate required.
Must be able to physically lift up to 50 pounds of equipment.
Knowledge and experience with Microsoft Endpoint Manager (formerly SCCM) as well as Microsoft Deployment Tool. The candidate should be well versed in deploying computer images and applications packages.
Thorough knowledge and ability with the Microsoft Power Platform (primarily Power BI and Power Automate).
PowerShell scripting ability.
Demonstrated advanced technical skills and the ability to develop solutions to complex technical problems.
Possess more specialized technical support knowledge and skills.
Ability to solve complex problems.
Be able to interact with executive-level customers and management.
Possess excellent customer service skills.
Possess the ability to work in a fast-paced environment and meet challenging deadlines.
Demonstrate excellent communication skills and telephone mannerism.
Demonstrate strong business/systems analysis experience working closely with users to resolve problems and capture new business requirements.
Be self-motivated to work supervised and unsupervised as needed.

Nice To Haves

Experience with MS Teams, WebEx, and Zoom applications preferred but not required.
Experience with Mobile device Management Console (AirWatch, Apple Business Manager)
ITIL qualification
MCP Office 365 Certification
CompTIA Certification preferred

Responsibilities

Be able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.
Provide mobile device support, hardware/software installation and configuration support.
Provide support for House offices in installing and using House supported software.
Assist in developing user documentation/installation procedures.
Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g. USB camera’s, accessories used for applications like Teams, Skype, etc.
Provide consulting support to the House offices.
Serve as a resource for solving user problems requiring an advanced level of technical support.
Migrate user data upon request.
Ability to create and image computers/laptops.
Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.
Must maintain a high degree of customer service for all support calls and adhere to all Quality Standards.
Provide support for application software installation and use.
Assist in developing user documentation/installation procedures.
Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.
Serve as the clearinghouse for posting “Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.
Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.
Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.
Willing to participate in HIR projects and initiatives for House customers.
Serve as a resource for solving user problems requiring an advanced level of technician support.
Serve as the technical resource and solution-provider for the Call Center support team.
Work closely with other HIR groups to support current technology.
Interact with other HIR groups as appropriate to efficiently respond to user requests/problems.
Partners with vendors to identify and resolve problems.
Confer with senior engineering staff to resolve more complex problems.
Perform other official duties as assigned.