What are the responsibilities and job description for the Tier III Help Desk Analyst position at KeenLogic?
KeenLogic is seeking an experienced Tier III Help Desk Analyst to join our team on Capitol Hill at the U.S House of Representatives. The ideal candidate will have experience troubleshooting a variety of software and hardware issues including issues with Windows, Mac, iOS, and Android operating systems. As a Tier III Help Desk Analyst, you will serve as primary technical resource and solution-provider for IT Customer Solutions (ITCS) and will interact with other technology groups both internal and external as appropriate to respond to user requests and/or problems.
This position requires one month on-site and will transition to Hybrid. The hours for this position are 9:00 AM to 6:00 PM. This is a full-time position offering fortune 500 level benefits, PTO, 401k, and monthly reimbursement for travel.
Administration (CHA) with supporting and maintaining the House’s inventory of over 50,000 pieces of accountable equipment through the traditional phases of the equipment’s lifecycle. The environment is composed of four hundred and thirty-five (435) Representatives and over fifty (50) committee, leadership, and support offices. There are approximately ten thousand (10,000) staffers of the House and approximately nine hundred and fifty (950) district offices across the United States and Territories. ITCS provides a wide range of end user technology support services to House Members, Committees, Leadership Offices, and staff. Chief among them is ensuring a capability to ensure the availability and accessibility of staff to support users of technology products and services. This capability requires adequate staffing to ensure that requests from House staff for technical support are responded to and addressed within established service level agreements.
This position requires one month on-site and will transition to Hybrid. The hours for this position are 9:00 AM to 6:00 PM. This is a full-time position offering fortune 500 level benefits, PTO, 401k, and monthly reimbursement for travel.
Background
The Chief Administrative Officer (CAO) of the House has been charged by the Committee on HouseAdministration (CHA) with supporting and maintaining the House’s inventory of over 50,000 pieces of accountable equipment through the traditional phases of the equipment’s lifecycle. The environment is composed of four hundred and thirty-five (435) Representatives and over fifty (50) committee, leadership, and support offices. There are approximately ten thousand (10,000) staffers of the House and approximately nine hundred and fifty (950) district offices across the United States and Territories. ITCS provides a wide range of end user technology support services to House Members, Committees, Leadership Offices, and staff. Chief among them is ensuring a capability to ensure the availability and accessibility of staff to support users of technology products and services. This capability requires adequate staffing to ensure that requests from House staff for technical support are responded to and addressed within established service level agreements.
Qualifications:
- Must be eligible for a government clearance
- Must be a U.S. Citizen
Preferred Qualifications:
- Bachelor’s Degree and 5 years' experience or High School diploma and 7 years’ experience
Required Skills:
- 2 years' experience with Microsoft Windows 11
- 3 years’ experience with Office 365 applications
- The candidate needs to be well versed in deploying computer images and applications packages
- 3 years’ experience supporting Mobile operating systems, i.e. iOS, Android
- 3 years’ experience in a Tier 2 support role
- 2 years’ experience supporting and knowledge of the Mac operating system
- 3 years’ experience with Active Directory User & Account Administration
- 2 years’ experience using BMC Remedy Incident and Change or Knowledge Management or a similar tool
- Must be able to physically lift up to 50 pounds of equipment
Desired Skills:
- 1 years’ experience with Power Automate, creating and implementing power automate flows
- 2 years’ experience with PowerShell, writing and utilizing PowerShell to automate the
management of systems, including deployment tools and exporting data
- 1 years’ experience maintaining and patching Microsoft Server 2016
- 3 years’ experience with Microsoft Endpoint Manager (formerly SCCM) and/or MicrosoftDeployment Tool
General roles & responsibilities:
- Monitor support queues to ensure incidents have been escalated appropriately and have the correct level of detail captured
- Troubleshoot incidents that cannot be resolved by Tier 2
- Provide knowledge articles and technical articles for other support tiers
- Maintain, repair and restore the components of IT services
- Automate Operating System Deployment
- Automate business processes
- 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
- Serve as a resource for solving user problems requiring an advanced level of technical support
- 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
- 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
- Partner with vendors to identify and resolve problems
- Confer with senior engineering staff to resolve more complex problems
- Perform other official duties as assigned
