• Tier II Help Desk

    KeenLogic (Washington, DC)


    Tier II Technical Support Specialist

     

    Schedule: Monday-Friday | Core hours: 8:00 AM – 6:30 PM

     

    Contract Duration: October 2025 – January 2027 with potential for extension up to January 2033

    Summary:

    KeenLogic is seeking to hire a Tier II Technical Support Specialist. This is a full-time position offering Fortune 500-level benefits, including health, dental, vision, PTO, 401k, and life insurance. This is an onsite role based in Washington, D.C.

     

    In addition to Tier I responsibilities, Tier II personnel provide advanced, hands-on technical support, including direct interaction with executive-level staff and office leadership. This role involves resolving complex technical issues, performing installations, and ensuring optimal system functionality across House offices. Tier II specialists operate within the ITIL Second-Line Support structure, delivering deeper troubleshooting, hardware/software configurations, and direct user support as part of the larger ITCS mission.

     

    Tier II Technology Support Services typically operate during standard business hours; however, during Congressional Transition periods, work schedules may be adjusted to support organizational priorities.

    Required Qualifications:

    + U.S. Citizen

    + 5+ years’ experience with:

    + Advanced-level support of Windows, macOS, iOS, and Android operating systems

    + Active Directory user and account administration

    + Supporting Microsoft Windows and Office 365 applications

    + 3+ years’ experience with:

    + Supporting clients using remote access software

    + Supporting remote connectivity (VPN)

    + Physical requirement: Ability to lift up to 50 pounds of equipment for on-site support

    Preferred Qualifications:

    + CompTIA certifications (A+, Network+, Security+)

    + M365 certification

    + ITIL Foundation certification

    + Relevant college degree in IT or related field

    + Other industry-recognized IT certifications

    Key Responsibilities:

    + Provide high-level technical support to executive staff, particularly during urgent or emergency situations

    + Deliver on-site support for mobile devices, hardware installations, software configuration, and troubleshooting

    + Assist with installation, configuration, and usage of House-supported applications

    + Decommission devices, including wiping Macs, iPhones, and iPads

    + Contribute to user documentation and installation guide development

    + Maintain and expand a knowledge base for common software, hardware, and conferencing tools (e.g., USB cameras, Microsoft Teams peripherals)

    + Offer technology consulting services to House offices

    + Act as an escalation point for resolving advanced technical issues

    + Perform data migration tasks, ensuring security and data integrity

    + Create and deploy system images for computers and laptops

    + Provide mobile device and endpoint management support (e.g., AirWatch, BigFix, ABM, Workspace ONE, Intune, Jamf)

    + Configure workstations with user profiles, printer setups, dual monitors, and other peripherals

    + Use PowerShell and Power BI to create custom reports and automate maintenance processes

    + Collaborate with cross-functional teams and external vendors to resolve technical issues

    + Demonstrate adaptability in a fast-paced, customer-focused environment

    + Perform other official duties as assigned

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