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Senior Tech Partner

U.S. House of Representatives, CAO
Washington, DC Full Time
POSTED ON 3/6/2025
AVAILABLE BEFORE 6/6/2025

Senior Tech Partner

Salary Range : 107,685.00 - 137,622.00

Closing Date : 3 / 11 / 2025

Job Summary

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.

This position is located in the IT Customer Solutions Directorate, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The IT Customer Solutions Directorate provides information technology customer support services to the House community. This position serves as the Senior Technology Partner. Key responsibilities include acting as an advisor to Members, Committees, and House support offices on information technology issues; and providing senior level technical guidance on the most complex aspects of problem resolution for microcomputer software and hardware, network operating systems, advanced PC application software packages, internet services, and multi-media and messaging software used in the House. Grade level at the time of appointment is determined by experience and designated level of responsibility. The position does not have day-to-day supervisory / managerial responsibilities. This position has access to Personally Identifiable Information (PII).

Primary Duties / Responsibilities

  • Works as an advocate for assigned Members, Committees, or House support offices for technical support of microcomputer and local area networks. Advise offices regarding technology upgrade path for expanding the capabilities of new and existing microcomputer systems and networks.
  • Act as the liaison between House Member offices and IT Service Providers for computer-related issues by conducting consistent proactive / reactive visits and keeping offices informed of new technology or changes.
  • Provides consultative guidance and direction to Members and staff, acting as a trusted resource and maintaining a positive rapport.
  • Proactively identify and address any immediate technical concerns. Promptly notify leadership of details related to unresolved technical issues.
  • Maintains in-depth knowledge of all legislative information systems, House supported software, and Technology-developed PC applications.
  • Configures, installs, and troubleshoots software applications on workstations.
  • Interact with other internal HIR groups to coordinate comprehensive solutions that resolve complicated customer requests and issues.
  • Lead major ITCS projects and / or initiatives by facilitating stand up meetings, maintaining data reports and consistently updating leadership on the progression of assigned projects.
  • Provide ongoing technical support to House offices that use a variety of systems and software.
  • Routinely provide Help Desk support by monitoring and responding to incoming service requests, tickets, Live Chat messages and customer inquiries to ensure a timely and knowledgeable response. Regularly offering assistance by answering Help Desk calls when requested by ITCS leadership.
  • Demonstrate effective ticket queue etiquette by consistently resolving tickets in a timely manner. Maintain accurate and precise ticket notes within each assigned service ticket that effectively relay what occurred while supporting the ticket and the outcome and / or path forward.
  • Act as a facilitator for internal Tech Partner team meetings on a rotating basis.
  • Act as a team mentor by consistently looking for opportunities to collaborate with other Tech Partners on fulfilling ticket requests. Perform training sessions that will be resourceful and provide additional knowledge on a variety of technical topics.
  • Assists in writing, structuring, and organizing technical standard operating procedures (SOP's).
  • Performs other official duties and special projects, as assigned.

Qualifications

  • Knowledge of the design and maintenance of operating systems software.
  • Ability to install and use application software.
  • Advance knowledge of Apple product functionality and system use cases
  • Knowledge of local area network and wide area network (LAN / WAN) connectivity.
  • Knowledge of complex operating systems on workstations and servers, local networks, wiring schemes and wide area networks LAN / WAN connectivity, and data communications protocols.
  • Knowledge of standard PC hardware components, including random access memory (RAM), disk drives, internal processors, video RAM, and network cards.
  • Knowledge of House supported software, including messaging clients, web browsers and Internet, anti-virus software, office productivity applications, House accounting applications, and legislative information systems.
  • Knowledge of and ability to use various word processing, electronic mail, spreadsheet, communication, and operating systems software.
  • Troubleshooting and analytical skills; ability to anticipate and resolve complex computer-and service problems.
  • Ability to grasp fundamentals of new applications quickly and to instruct others in their use.
  • Ability to work on ad hoc projects in a team environment and on task forces.
  • Ability to communicate effectively, both orally and in writing, with senior staff, information systems professionals, and the user community.
  • Employees within this position are expected to demonstrate the following HIR Technical Competencies : Analytics; Application Administration and Integration; Consultation and Outreach; Emergency Response Planning and Risk Management; Hardware Installation and Management; Information Assurance; Information Systems / Network Security; Information Technology Support; Knowledge of Emerging Trends and Industry Best Practices; Network Management; Project Management; Quality Assurance and Testing; and Telecommunications.
  • All employees within CAO are expected to demonstrate the following general competencies : Accountability, Adaptability, Collaboration, Communication, Customer Orientation, Knowledge of Relevant Policies, Procedures, and Processes, Priority Management, and Problem Resolution.
  • Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).

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