Information Technology Support Technician

SAJ Tech is seeking a customer-focused Tier I Support Technician - Junior to provide first-line technical assistance to U.S. House of Representatives users. The technician will receive, document, triage, and resolve incidents and service requests using House-approved processes and BMC Helix, while delivering professional support across a diverse Windows, Apple, mobile, printer, and Microsoft 365 environment. Primary Responsibilities Serve as the first point of contact for support requests received by telephone, email, and the House self-service/ticket portal. Create complete and accurate BMC Helix records; categorize, prioritize, troubleshoot, update, resolve, or elevate each request in accordance with House procedures and SLA requirements. Configure and troubleshoot COTS software and hardware, including Windows PCs, Macs, smartphones, tablets, printers, multifunction devices, peripherals, and accessories. Support Microsoft Windows, macOS, iOS, Android, Microsoft 365 Apps, Outlook/Exchange Online, SharePoint, Teams, and other House-approved productivity applications. Perform Active Directory account support, including password resets, account unlocks, access validation, and approved account administration activities. Troubleshoot remote connectivity, VPN, Cisco AnyConnect, secure authentication, and common network connectivity issues using foundational TCP/IP tools and commands. Use House-approved remote support tools to diagnose and resolve issues while maintaining confidentiality and proper user consent. Apply approved knowledge articles and resolution procedures; document new or improved solutions for review and reuse. Provide courteous, calm, and concise support to Members, executive-level personnel, managers, and staff under time-sensitive conditions. Escalate unresolved, high-impact, security-related, or on-site issues to Tier II with a complete warm handoff and all diagnostic information attached. Minimum Qualifications At least three years of experience in an IT call center or enterprise Service Desk environment. At least three years supporting Active Directory user and account administration, Microsoft Windows, Microsoft 365 applications, iOS/Android devices, Microsoft 365 Apps for enterprise, SharePoint, and Exchange Online. At least one year supporting macOS, remote access tools such as Cisco AnyConnect, and secure VPN connectivity; RSA SecurID experience is preferred. At least five years using incident, change, or knowledge management systems, preferably BMC Helix/Remedy. Working knowledge of physical, network, and application layers, including foundational TCP/IP tools and protocol commands. Demonstrated ability to analyze user symptoms, identify probable causes, document findings, and communicate clear resolution steps. Excellent written and verbal communication skills and a professional demeanor when supporting Members, executive-level staff, managers, and other House users. Self-motivated and able to perform effectively both independently and under supervision in a high-tempo environment. Preferred Qualifications Prior U.S. House of Representatives, legislative branch, or comparable federal IT support experience. ITIL Foundation, Microsoft 365, CompTIA A+, Network+, Security+, or other relevant industry certification. Associate or bachelor's degree in information technology or a related field. Experience with endpoint and mobile device management tools such as Microsoft Intune, JAMF, Apple Business Manager, or Workspace ONE. Work Schedule and Environment Available for rotating day, evening, overnight, weekend, and House holiday shifts as required for 24x7 Service Desk coverage. Must be available for prompt interview and House onboarding; selected personnel may be required to report briefly to the House campus before their planned start date. Must complete House-required background screening, security training, badging, and rules-of-behavior requirements before receiving production access. Measures of Success Consistently meets the House's response, escalation, documentation, and resolution requirements. Achieves accurate ticket categorization and complete technical notes with minimal rework. Maintains strong first-contact resolution and customer satisfaction while escalating at the appropriate point. Demonstrates dependable attendance, shift readiness, professionalism, and adherence to House security and confidentiality requirements. #J-18808-Ljbffr