Tier II Help Desk Agent

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 (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. This is a full-time position offering Fortune 500-level health, dental, vision, PTO, 401(k), and Life Insurance.

Tier II Help Desk Agents provide advanced technical support for complex desktop, application, account, and connectivity issues that cannot be resolved at the Tier I level. They serve as a key escalation point while also working directly with Senate end users, requiring strong technical troubleshooting abilities, excellent communication skills, and a customer-focused approach in a high-visibility environment.

Qualifications

• Must be able to pass a Senate background check and must be eligible for Senate Office building access
• 5+ years of IT support experience, including advanced desktop support and troubleshooting
• Strong customer service and interpersonal communication skills with experience supporting executive or VIP users preferred
• Experience troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, hardware, printers, mobile devices, and network connectivity
• Experience working with ticketing systems and IT Service Management (ITSM) tools
• CompTia Security+

Duties and Responsibilities

• Provides Tier II technical support by diagnosing and resolving complex software, hardware, operating system, account, and network-related issues that have been escalated beyond Tier I support
• Serves as the primary point of contact for more advanced customer issues, ensuring timely communication, professional customer service, and complete resolution throughout the support process
• Performs advanced troubleshooting of desktops, laptops, printers, peripherals, mobile devices, Microsoft 365 applications, Active Directory accounts, and remote access technologies
• Reviews, prioritizes, and manages service requests received through phone, email, ticketing systems, and in-person support while ensuring compliance with established service level agreements
• Escalates unresolved issues to Tier III or specialized support teams when appropriate, providing complete documentation of troubleshooting performed and recommended next steps
• Installs, configures, upgrades, and supports desktop hardware, software, operating systems, and approved applications
• Creates, modifies, and troubleshoots user accounts, permissions, and access requests in accordance with established security policies and procedures
• Assists with workstation deployments, hardware replacements, software installations, office moves, and end-user onboarding activities
• Provides one-on-one technical assistance and user education to improve customer understanding of Senate-supported systems, applications, and technology resources
• Collaborates closely with Tier I, Tier III, network, systems, and security teams to resolve cross-functional technical issues efficiently
• Documents technical findings, troubleshooting procedures, resolutions, and approved workarounds within the ticketing system and knowledge base
• Identifies recurring incidents, service trends, and root causes, providing recommendations for process improvements and long-term solutions
• Maintains awareness of planned maintenance, outages, security notices, and technology changes to provide accurate information to Senate customers
• Assists with testing, validation, and deployment of new hardware, software, and technology solutions prior to production implementation
• Maintains strict adherence to Senate security, confidentiality, acceptable use, and information handling policies at all times