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KeenLogic · 13 hours ago

Tier III Help Desk Analyst

Washington, DC

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

KeenLogic is seeking to hire a Tier III Help Desk Agent supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. The role involves acting as a senior technical escalation resource to resolve complex IT issues and requires extensive technical expertise.

Information Technology

No H1B

U.S. Citizen Only

Responsibilities

Serves as the highest-level technical escalation point for complex software, hardware, and network issues that cannot be resolved by Tier I or Tier II support

Applies extensive technical knowledge and expertise to diagnose, analyze, and resolve advanced or non-routine issues across multiple systems

Performs deep technical analysis and exercises independent judgment in resolving issues, making recommendations, and determining appropriate corrective actions

Uses automated information systems, system logs, and diagnostic tools to analyze complex situations and identify root causes

Reviews and manages highly escalated service requests, prioritizing actions based on impact, urgency, and operational requirements

Leads troubleshooting efforts that require coordination across multiple technical teams, including systems engineering, infrastructure, and vendor support

Identifies systemic or recurring issues and contributes to long-term corrective actions, problem management, and service improvement initiatives

Provides expert-level guidance, consultation, and technical recommendations to Tier I and Tier II staff

Conducts advanced technical research using vendor documentation, system architecture references, and internal knowledge bases to support ongoing programs and complex requests

Supports users by providing advanced technical assistance and specialized training on supported systems as required

Assists with planning and supporting system upgrades, deployments, migrations, and major incident response efforts

Develops, reviews, and approves technical documentation, troubleshooting procedures, and knowledge base articles

Ensures solutions comply with security policies, configuration standards, and operational requirements

Maintains situational awareness of enterprise-wide issues, outages, and changes and communicates technical status to stakeholders

Qualification

IT support experienceITIL certificationSecurity+ certificationCustomer service skillsTechnical analysisHP certificationApple certificationMicrosoft certification