Tier III Help Desk Analyst

11 hours ago

Washington, Washington, D.C., United States Lensa Full time

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Keen Logic. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.

Tier III Help Desk Agent

KeenLogic isseekingto hire aTier III Help Desk Agentsupporting theUnited States Senateon a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spanssix years beginning March 1, 2026(two base years and fouroptionyears), offering long-term stability and growth.

Work will be performedon-site at Senate facilities in Washington, DC, and other approved Senate locations asrequired. This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.

Tier III Help Desk Agents act as senior technical escalation resources, resolving complex and high-impact issues that require deep technicalexpertiseand independent judgment.

Qualifications

  • Must be able to pass a Senate background check and must be eligible for Senate Office building access
  • 8+ 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 highest-level technical escalation point for complex software, hardware, and network issues that cannot be resolved by Tier I or Tier II support
  • Applies extensive technical knowledge andexpertiseto diagnose, analyze, and resolve advanced or non-routine issues across multiple systems
  • Performs deep technical analysis and exercises independent judgment in resolving issues, making recommendations, and determiningappropriate correctiveactions
  • Uses automated information systems, system logs, and diagnostic tools to analyze complex situations andidentifyroot causes
  • Reviews and manages highly escalated service requests, prioritizing actions based on impact, urgency, and operational requirements
  • Leads troubleshooting efforts that require coordination across multiple technical teams, including systems engineering, infrastructure, and vendor support
  • Identifiessystemic or recurring issues and contributes to long-term corrective actions, problem management, and service improvement initiatives
  • Providesexpert-level guidance, consultation, and technical recommendations to Tier I and Tier II staff
  • Conducts advanced technical research using vendor documentation, system architecture references, and internal knowledge bases to support ongoing programs and complex requests
  • Supports users by providing advanced technicalassistanceand specialized training on supported systems asrequired
  • Assistswith planning and supporting system upgrades, deployments, migrations, and major incident response efforts
  • Develops, reviews, and approves technical documentation, troubleshooting procedures, and knowledge base articles
  • Ensures solutionscomply withsecurity policies, configuration standards, and operational requirements
  • Maintains situational awareness of enterprise-wide issues, outages, and changes and communicates technical status to stakeholders

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