Tier Iii Help Desk Analyst

Tier III Help Desk Agent

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. This contract spans six years beginning March 1, 2026 (two base years and four option years), offering long-term stability and growth.

Work will be performed on-site at Senate facilities in Washington, DC, and other approved Senate locations as required. This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.

Tier III Help Desk Agents act as senior technical escalation resources, resolving complex and high-impact issues that require deep technical expertise and independent judgment.

Qualifications

• Must be able to pass a Senate background check and must be eligible for Senate Office building access
• 8+ years of IT support experience
• Strong customer service skills
• One of the following certifications: ITIL, Security+, HP, Apple, Microsoft

Duties and 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

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