Tier 2 IT Service Desk Representative

Description:
On-site 4-5 days/week in Washington, DC

Our client seeks a Tier 2 IT Service Desk Representative to support the U.S. House of Representatives under H-TAP. The role serves as an escalation point for complex issues, delivers white-glove support to executive stakeholders, and performs onsite equipment deployment, endpoint management, and resolution of advanced technical issues across Microsoft and Apple environments.

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: $30.00 to $35.00/hr. w2

Responsibilities:

• Provide Tier 2 technical support and escalation for complex end-user issues.
• Deliver white-glove support to executive-level staff and House office leadership.
• Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.
• Support Windows, macOS, Microsoft 365, Exchange Online, SharePoint Online, and House-supported applications.
• Configure and troubleshoot VPN, remote access, and secure connectivity solutions.
• Perform workstation deployments, technology refreshes, and hardware replacements.
• Configure user workstations, dual monitors, printers, and peripherals.
• Create, manage, and deploy desktop and laptop system images.
• Perform user profile migrations and data transfers.
• Decommission and securely wipe Macs, iPhones, iPads, and other endpoints.
• Support endpoint and mobile device management platforms including Intune, Jamf, Workspace ONE, AirWatch, Apple Business Manager, and BigFix.
• Develop and maintain user-facing documentation and knowledge base articles.
• Provide technology consultation and best-practice guidance to House offices.
• Collaborate with vendors, infrastructure teams, and service desk personnel to resolve complex issues.
• Support Tier 1 Service Desk responsibilities as needed.

Experience Requirements:

• 5+ years supporting Windows, Microsoft 365, Active Directory, macOS, and iOS/Android.
• 3+ years supporting VPN, remote access, and secure connectivity.
• Experience with desktop and laptop hardware, mobile devices, printers, and conferencing peripherals.
• Experience with Exchange Online, SharePoint Online, Microsoft Teams, Active Directory, and MDM platforms.
• Experience with ITSM platforms such as BMC Remedy, BMC Helix, and ITIL-based Incident, Change, and Knowledge Management.
• Understanding of TCP/IP, OS troubleshooting, hardware diagnostics, endpoint management, and remote support technologies.
• Ability to lift up to 50 pounds for onsite deployments and support.
• Excellent customer service and communication skills with executive support experience.
• Ability to work effectively in a fast-paced, mission-critical environment, prioritize multiple requests, and collaborate across teams.

Education Requirements:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft 365, ITIL Foundation, or other industry credentials.

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.
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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.

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