Tier 2 IT Service Desk Representative

Job Description

Job Description

Description:

*This position is contingent upon a future opening with Gunnison.

Work location: Hybrid, Washington, DC. Number of on site days TBD.

Salary: $60,000 - $64,000/year

The IT Service Desk Representative will operate within a Call Center environment, providing support to House office staff located on primary offices on campus in DC, as well as nationwide across state and district offices. This role involves assisting users with the installation and usage of House supported software and systems, including messaging clients, word processors, web browsers, antivirus software, House-developed applications, and remote access tools such as RSA SecurID and VPN.

In addition to Tier 1 responsibilities, Tier 2 Support personnel will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices.

Primary Responsibilities:

• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations. Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards. Strong emphasis on service and communication skills.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist House offices in installing, configuring, and using House-supported software and applications.
• Decommission devices by wiping Macs, iPhones and iPads.
• Contribute to the development of user-facing documentation and installation guides.
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
• Offer consulting services to House offices on best practices, system usage, and technology recommendations.
• Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
• Perform user data migration tasks upon request, ensuring data integrity and security.
• Create and deploy system images for computers and laptops to streamline setup and deployment processes.
• Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, Jamf).
• Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.

Additional Expectations:

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
• Perform other official duties as assigned.
• Ability to fulfill all Tier 1 responsibilities:

Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.

Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, onsite visits.

Support the installation, configuration, and use of various application software.

Offer mobile device support for Android and iOS platforms.

Assist in the development of user documentation and installation procedures.

Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.

Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.

Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.

Candidates for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

• Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems.
• Five (5) years of Active Directory user and account administration.
• Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
• Three (3) years of experience supporting clients using remote access software.
• Three (3) years of experience supporting remote connectivity (VPN).
• Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• One (1) year minimum experience supporting:

macOS

Remote access tools (e.g., Cisco AnyConnect)

VPN and secure remote connectivity (RSA SecurID experience preferred)

• Three (3) years minimum experience in:

IT Call Center environments

Active Directory user and account administration

Supporting Microsoft Windows 10 and Office 365 applications

Supporting mobile operating systems (iOS, Android)

Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online

Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
• Demonstrate a willingness to learn and retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies

Desired Qualifications:

• Essential customer service skills include effective communication and problem-solving. Background in sports or hospitality industry is preferred.
• Be self-motivated to work supervised and unsupervised as needed.
• Related IT certifications (e.g., A+, Network+, Security+) preferred but not required
• ITIL Foundations preferred but not required
• M365 Certification preferred but not required
• Other industry-recognized certification
• Related College degree preferred but not required

The salary range for this position depends upon multiple factors including location, the individual's knowledge, skills, competencies, and experience, and contract-specific budget constraints and organizational requirements.
Gunnison Consulting Group's total compensation package also includes bonus and profit-sharing opportunities, depending on company and employee performance. Available employee benefits include:

• 3 weeks of Personal Leave your first year
• 11 paid Holidays each year
• 5 days of Flexible Time Off each year
• 401(k) company match at 50% up to 10% of your salary
• Medical, Dental and Vision Insurance
• Life and Disability Insurance
• Public Transportation Subsidies
• Certifications and Training Allowance - $2,500/year!

Why Join Gunnison?

• Gunnison takes on ambitious projects. We target fun, challenging work that requires creative thinking and innovation.
• Quality is our top priority.
• Gunnison employee benefits meet or exceed what other companies in the Washington, D.C. metropolitan area offer.
• There is a great sense of camaraderie at Gunnison. This is an atmosphere we will maintain as we continue to grow.
• We are growing rapidly and the opportunity for individual professional growth with Gunnison is outstanding.
• We hire for careers at Gunnison, not to fill a position.

Equal Opportunity/Affirmative Action Employer. Must be eligible for employment in the United States. We are unable to sponsor candidates at this time.
In 1994 Gunnison began serving the greater Washington, D.C. metro area, focused on tackling our customers' most ambitious technology projects . By creating a culture dedicated to enabling our customers and employees to achieve more than they ever thought they could , the company has thrived for over 25 years.