Tier I Help Desk Analyst

Tier I Help Desk Agent  
KeenLogic is seeking to hire a Tier I 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, 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 I Help Desk Agents serve as the first point of contact for Senate end users. They provide frontline technical support for routine software, hardware, and connectivity issues, ensuring courteous and timely resolution or escalation. 

Qualifications 

• Must be able to pass a Senate background check and must be eligible for Senate Office building access 
•  3+ years of IT support experience 
• Strong customer service skills 
• CompTIA Security+

Duties and Responsibilities 

• Provides Tier I technical support for software, hardware, and network issues by performing initial problem diagnosis and guiding users through step-by-step solutions, or by applying established procedures to resolve first-tier support issues 
• Uses automated information systems and ticketing tools to analyze routine situations and document incidents, requests, troubleshooting steps, and resolutions 
• Reviews incoming service requests (computer-generated, phone, email, or in person), sorts, codes, and prioritizes them for proper action in accordance with established procedures and service level agreements 
• Resolves issues within defined Tier I scope or escalates to more senior technical support as necessary, ensuring accurate handoff and documentation 
• Supports users by fulfilling individual requests for information and providing basic training on available systems, applications, and tools 
• Conducts technical research using approved knowledge bases, documentation, and other information sources to support requests related to ongoing programs 
• Interacts, coordinates, and escalates issues to other team members to ensure timely resolution of the underlying issue 
• Serves as the first point of contact for IT support requests and provides professional, customer-focused assistance in a high-visibility environment 
• Verifies user identity and authorization prior to performing support actions in accordance with security policies 
• Performs basic account support functions, including password resets and access-related assistance, following approved security procedures 
• Identifies recurring issues or trends and communicates them to senior staff for awareness and potential resolution 
• Maintains awareness of known issues, system outages, and planned maintenance to provide accurate and consistent communication to users 
• Assists with basic device setup and onboarding activities as directed 
• Contributes to the knowledge base by documenting solutions and approved workarounds 
• Adheres to security, confidentiality, and acceptable use policies at all times