Tier 2 Technology Support Services

Tier 2 Technology Support Services Contractors designated 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. General Competencies & Technical Requirements :

• 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 : o macOS o Remote access tools (e.g., Cisco AnyConnect) o VPN and secure remote connectivity (RSA SecurID experience preferred)
• Three (3) years minimum experience in : o Active Directory user and account administration o Supporting Microsoft Windows 10 and Office 365 applications o Supporting mobile operating systems (iOS, Android) o 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))
• Be self-motivated to work supervised and unsupervised as needed.
• 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. Preferred But Not Required Qualifications :
• Three Years Experience IT Call Center environments
• CompTIA Certification (e.g., A+, Network+, Security+)
• M365 Certification
• ITIL Foundation Certification
• Relevant college degree in IT or related field
• Other industry-recognized IT certification Description of Work : Primary 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, on- site 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.
• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist offices in installing, configuring, and using -supported software andapplications.
• 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 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.
• 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 :
• Demonstrate a willingness to learn and retain knowledge of all -supported hardware and software, cloud-based products, and internal policies.
• Participate in HIR projects and initiatives as needed.
• Serve as an escalation resource for advanced-level support issues.
• Act as a technical subject-matter expert and solution provider for internal Tier 2 support.
• Collaborate closely with internal groups to support and maintain current technology platforms.
• Coordinate with external vendors to troubleshoot and resolve issues effectively.
• Escalate and consult with senior engineering staff for the resolution of complex technical problems.
• Perform other official duties as assigned.
• 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. Service Hours and Place of Performance : Place of performance : U.S. office buildings located in Southwest Washington, D.C. inside the U.S. Capitol Complex. Normal Business Hours : Hours between 8 : 00 AM and 6 : 30 PM (EST) on Mondays through Fridays, except holidays observed by the. "After hours" shall mean the hours before 8 : 00 AM and after 6 : 30 PM (EST) on Mondays through Fridays, excluding holidays observed by the. "Holiday or weekend hours" shall mean the hours on Saturdays, Sundays and holidays observed by the. Other types of service hours and / or emergency service hours may be set by the COR (ACOR). The contractor must obtain written approval from the COR (or ACOR) prior to commencement of work performed after hours, or during holiday or weekend hours. During the Congressional Transition, Tier 2 and 3 Technology Support hours will be adjusted from normal business hours to align with and support organizational activities occurring during that period. "Congressional Transition" is defined as "September 1st before each Federal election" through "April 1st" following each Federal election. Citizenship & Security Clearance : Citizenship : All contractor personnel performing on this contract must have" authorized U.S. workers" status. Security Clearance : All contractor personnel performing under this contract must submit to and pass a background check performed. Background checks will be conducted after the Contracting Officer determines technical suitability of candidates submitted for positions on this contract and authorizes the onboarding process to commence. No work shall be performed until after contractor staff pass a background check

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