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Position Overview
We are seeking experienced and customer-focused Tier 2 Technology Support Services Contractors (IT Service Desk Representatives) to provide advanced technical support to users within a fast-paced, high-profile IT environment located in Southwest Washington, D.C. The ideal candidate will demonstrate strong technical troubleshooting skills, a professional customer service demeanor, and the ability to resolve complex issues related to software, hardware, mobile devices, and network connectivity. U.S. citizenship and successful completion of a background check are required. Job Responsibilities
Provide Tier 2 technical support for Windows, macOS, iOS, and Android devices via phone, chat, remote desktop tools, and in-person assistance
Troubleshoot and resolve issues with COTS software, VPN connections, remote access tools (e.g., Cisco AnyConnect, RSA SecurID), and mobile device configurations
Administer Active Directory user and account management, including permissions, group policies, and password resets
Support Microsoft Office 365 (Outlook, Teams, SharePoint, Exchange Online) and related productivity tools
Configure, maintain, and troubleshoot printers, peripherals, and multifunction devices
Perform workstation setup, configuration, and user profile migration, including dual-monitor setups and printer installations
Provide on-site hardware support and mobile device management using tools such as Jamf, Intune, Workspace ONE, Apple Business Manager, and AirWatch
Deliver advanced support for VPN connectivity, secure remote access, and mobile device integration
Offer direct, professional assistance to executive-level staff and management in urgent technical situations
Create and maintain user-facing documentation, installation guides, and standard operating procedures
Disseminate alert notifications and status updates through various communication channels
Maintain a comprehensive knowledge base of supported hardware, software, and best practices
Serve as an escalation point for Tier 1 support and collaborate with Tier 3 engineers and vendors to resolve complex issues
Participate in special IT initiatives and cross-functional projects as assigned
Ensure all activities comply with organizational policies, security protocols, and customer service standards
General Competencies & Technical Requirements
5+ years of experience providing Tier 2/advanced technical support in an enterprise environment
5+ years supporting Windows 10/11, macOS, iOS, and Android operating systems
5+ years of Active Directory administration experience
5+ years supporting Microsoft 365 (Office Pro Plus, SharePoint, Exchange Online)
3+ years supporting remote access tools and VPN technologies
3+ years supporting Incident, Change, or Knowledge Management systems (e.g., BMC Helix/Remedy)
Experience with MDM tools (Jamf, Intune, Workspace ONE, or Apple Business Manager)
Familiarity with TCP/IP, network protocols, and diagnostic tools for resolving connectivity issues
Excellent communication and interpersonal skills with proven experience supporting executive-level users
Ability to lift up to 50 pounds to support on-site hardware installation and maintenance
Self-motivated with the ability to work independently and collaboratively under minimal supervision
Preferred Qualifications
3+ years in an IT Call Center or Service Desk environment
CompTIA Certifications (A+, Network+, Security+)
Microsoft 365 or ITIL Foundation Certification
Bachelor's degree in Information Technology, Computer Science, or related field
Additional industry-recognized certifications preferred
Service Hours and Place of Performance
Location: U.S. office buildings within the U.S. Capitol Complex, Southwest Washington, D.C.
Hours: Monday-Friday, 8:00 AM - 6:30 PM (EST), excluding federal holidays
After-hours/Weekend Work: Requires prior written approval from the Contracting Officer's Representative (COR/ACOR)
Congressional Transition Period: (September 1 - April 1 following federal elections) hours may shift to align with operational requirements
Citizenship and Security Clearance
Citizenship: U.S. Citizenship required (authorized U.S. workers only)
Security Clearance: Must successfully pass a federal background check prior to assignment; no work permitted until clearance is obtained
Key Attributes for Success
Strong technical acumen and critical thinking skills
Customer-first mindset with polished communication and professionalism
Ability to manage multiple priorities and respond effectively in high-pressure situations
Team-oriented and adaptable to shifting priorities and evolving technologies
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Equiliem
Oct 26, 2025