Tier 1 IT Service Desk Representative
Washington, DC
Category: IT Admin
Industry: Government
Reference ID: JN -072026-108041
Date Posted: 07/23/2026
Shortcut: http://careers.eliassen.com/bIFZER
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.
Due to federal security clearance requirements, applicant must be a United States Citizen. 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.
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 fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
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, as indicated above