Qualifications
Key Responsibilities:Deliver exceptional customer service, adhering to established Quality Standards on all support calls. Provide Tier 1 support through various channels including phone, live chat, and remote desktop tools. Assist with the installation and configuration of diverse software applications. Support mobile device issues for both Android and iOS platforms. Contribute to the development of user documentation and installation procedures. Offer technical assistance ranging from general system queries to complex problem resolution. Communicate critical alerts through multiple channels such as voicemail, web platforms, and email. Maintain and enhance a comprehensive knowledge base of supported software and hardware. Additional Expectations:Show eagerness to learn and retain knowledge of House-supported hardware and software. Participate in HIR projects and initiatives as required. Act as an escalation resource for advanced support issues. Collaborate closely with internal teams to sustain current technology platforms. Coordinate with external vendors for effective troubleshooting. Consult with senior engineering staff to resolve intricate technical problems. Perform other official duties as assigned.
About the role
IT Service Desk Representative (Tier 1)
Location: Washington, DC (on-site)
Join our dedicated team at Strategic Data Systems as a Full-Time IT Service Desk Representative. Enjoy competitive pay, benefits, and the opportunity to support the House of Representatives staff, both on-campus and nationwide.
The IT Service Desk Representative will thrive in a Call Center environment, providing essential technical support for House office staff utilizing a variety of software and systems. Your responsibilities will include assisting users with House-supported applications such as messaging clients, word processors, web browsers, antivirus software, and remote access tools like RSA SecurID and VPN.
About Strategic Data Systems
Strategic Data Systems is a leading provider of IT solutions, dedicated to delivering innovative services that empower organizations. Our commitment to excellence allows us to support critical operations within the House of Representatives and beyond.