Tier 1 IT Service Desk Representative

Description:
Hybrid in Washington, DC

Our client is seeking a customer-focused Tier 1 IT Service Desk Representative to support the U.S. House of Representatives under the House Technology Alliance Program. The role serves as the first point of contact for end users and provides technical assistance in a fast-paced enterprise Service Desk environment supporting House offices on Capitol Hill and nationwide. The position supports Windows and Mac environments, Office 365, mobile devices, remote access technologies, and a wide range of enterprise applications.

This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $28.00 to $32.00/hr. w2

Responsibilities:

• Provide Tier 1 technical support via phone, chat, remote desktop tools, and occasional onsite assistance.
• Troubleshoot hardware, software, network connectivity, and mobile device issues.
• Support installation, configuration, and use of supported software and systems.
• Assist users with Microsoft Office 365, SharePoint, Exchange Online, and related productivity tools.
• Support remote access technologies including VPN solutions and multi-factor authentication tools.
• Provide support for iOS and Android devices.
• Create and maintain knowledge base articles and user documentation.
• Communicate service alerts and outage notifications through approved channels.
• Maintain customer satisfaction while meeting service desk performance targets.
• Manage and update incidents, service requests, and knowledge articles within ITSM platforms.
• Handle approximately 50 tickets per week in a high-volume call center environment.

Experience Requirements:

• 3+ years in an IT Service Desk or IT Call Center environment.
• 3+ years supporting Windows 10/11, Microsoft Office 365, Active Directory user administration, mobile devices (iOS and Android), SharePoint Online, and Exchange Online.
• 1+ year supporting macOS, VPN solutions, and secure remote access tools such as Cisco AnyConnect or RSA SecurID.
• Experience troubleshooting PCs and laptops, Mac systems, printers and multifunction devices, mobile devices, and peripherals.
• Understanding of networking fundamentals, TCP/IP, and troubleshooting methodologies.
• Experience with MDM platforms such as Intune, JAMF, Apple Business Manager, or Workspace ONE.
• Experience utilizing ITSM tools for Incident, Change, and Knowledge Management, with BMC Helix/Remedy or similar preferred.
• Excellent verbal and written communication skills with a strong customer service mindset, including support for executive-level users.
• Ability to multitask, prioritize, and work effectively both independently and as part of a team in a fast-paced environment.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don't miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!