Tier II Help Desk Analyst

2 weeks ago

Washington, United States KeenLogic Full time

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 beginning March 1, 2026 (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, 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 II Help Desk Agents provide advanced technical support for issues escalated from Tier I. They diagnose more complex software, hardware, and network problems and coordinate with engineering or field teams as needed.  Qualifications  Must be able to pass a Senate background check and must be eligible for Senate Office building access   6+ years of IT support experience  Strong customer service skills  One of the following certifications: ITIL, Security+, HP, Apple, Microsoft  Duties and Responsibilities  Serves as the primary escalation point for Tier I, providing advanced troubleshooting and resolution for complex software, hardware, and network issues  Performs in-depth analysis to diagnose and resolve incidents that require deeper technical knowledge or cross-system correlation  Uses automated information systems and ticketing tools to analyze issues, document findings, and track incident resolution through completion  Reviews, prioritizes, and manages escalated service requests to ensure timely resolution in accordance with service level agreements  Resolves issues within Tier II scope or coordinates with Tier III, systems engineering, or vendor support for further resolution  Provides technical guidance and mentorship to Tier I staff, including recommended troubleshooting approaches and best practices  Conducts technical research using vendor documentation, system logs, and internal knowledge bases to support problem resolution  Works with systems engineering and other technical teams to restore services, identify root causes, and prevent recurrence  Identifies recurring incidents or systemic issues and contributes to problem management and corrective action efforts  Assists with configuration, maintenance, and troubleshooting of end-user devices, applications, and connectivity within approved standards  Develops and updates knowledge base articles, troubleshooting guides, and documented procedures  Ensures compliance with security policies, configuration standards, and documentation requirements  Supports system upgrades, deployments, and special projects as assigned  Maintains situational awareness of outages, maintenance activities, and known issues and communicates effectively with users and stakeholders  Powered by JazzHR

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