KeenLogic
Tier III Help Desk Analyst
KeenLogic, Washington, District of Columbia, us, 20022
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.Background
The Chief Administrative Officer (CAO) of the House has been charged by the Committee on 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.Qualifications:
Must be eligible for a government clearanceMust be a U.S. CitizenPreferred Qualifications:
Bachelor’s Degree and 5 years' experience or High School diploma and 7 years’ experienceRequired Skills:
2+ years' experience with Microsoft Windows 113+ years’ experience with Office 365 applicationsThe candidate needs to be well versed in deploying computer images and applications packages3+ years’ experience supporting Mobile operating systems, i.e. iOS, Android3+ years’ experience in a Tier 2 support role2+ years’ experience supporting and knowledge of the Mac operating system3+ years’ experience with Active Directory User & Account Administration2+ years’ experience using BMC Remedy Incident and Change or Knowledge Management or a similar toolMust be able to physically lift up to 50 pounds of equipmentDesired Skills:
1+ years’ experience with Power Automate, creating and implementing power automate flows2+ years’ experience with PowerShell, writing and utilizing PowerShell to automate1+ years’ experience maintaining and patching Microsoft Server 20163+ years’ experience with Microsoft Endpoint Manager (formerly SCCM) and/or Microsoft Deployment ToolGeneral roles & responsibilities:
Monitor support queues to ensure incidents have been escalated appropriately and have the correct level of detail capturedTroubleshoot incidents that cannot be resolved by Tier 2Provide knowledge articles and technical articles for other support tiersMaintain, repair and restore the components of IT servicesAutomate Operating System DeploymentAutomate business processesProvide mobile device support, hardware/software installation and configuration supportProvide support for House offices in installing and using House supported softwareAssist in developing user documentation/installation proceduresServe as a resource for solving user problems requiring an advanced level of technical supportMaintain a high degree of customer service for all support calls and adhere to all Quality StandardsProvide support for application software installation and useParticipate in HIR projects and initiatives for House customersServe as the technical resource and solution-provider for the Call Center support teamWork closely with other HIR groups to support current technologyInteract with other HIR groups as appropriate to efficiently respond to user requests/problemsPartner with vendors to identify and resolve problemsConfer with senior engineering staff to resolve more complex problemsPerform other official duties as assigned
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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 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.Qualifications:
Must be eligible for a government clearanceMust be a U.S. CitizenPreferred Qualifications:
Bachelor’s Degree and 5 years' experience or High School diploma and 7 years’ experienceRequired Skills:
2+ years' experience with Microsoft Windows 113+ years’ experience with Office 365 applicationsThe candidate needs to be well versed in deploying computer images and applications packages3+ years’ experience supporting Mobile operating systems, i.e. iOS, Android3+ years’ experience in a Tier 2 support role2+ years’ experience supporting and knowledge of the Mac operating system3+ years’ experience with Active Directory User & Account Administration2+ years’ experience using BMC Remedy Incident and Change or Knowledge Management or a similar toolMust be able to physically lift up to 50 pounds of equipmentDesired Skills:
1+ years’ experience with Power Automate, creating and implementing power automate flows2+ years’ experience with PowerShell, writing and utilizing PowerShell to automate1+ years’ experience maintaining and patching Microsoft Server 20163+ years’ experience with Microsoft Endpoint Manager (formerly SCCM) and/or Microsoft Deployment ToolGeneral roles & responsibilities:
Monitor support queues to ensure incidents have been escalated appropriately and have the correct level of detail capturedTroubleshoot incidents that cannot be resolved by Tier 2Provide knowledge articles and technical articles for other support tiersMaintain, repair and restore the components of IT servicesAutomate Operating System DeploymentAutomate business processesProvide mobile device support, hardware/software installation and configuration supportProvide support for House offices in installing and using House supported softwareAssist in developing user documentation/installation proceduresServe as a resource for solving user problems requiring an advanced level of technical supportMaintain a high degree of customer service for all support calls and adhere to all Quality StandardsProvide support for application software installation and useParticipate in HIR projects and initiatives for House customersServe as the technical resource and solution-provider for the Call Center support teamWork closely with other HIR groups to support current technologyInteract with other HIR groups as appropriate to efficiently respond to user requests/problemsPartner with vendors to identify and resolve problemsConfer with senior engineering staff to resolve more complex problemsPerform other official duties as assigned
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