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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 IT Service Desk Representative - **Company:** Gunnison Consulting Group Inc - **Location:** Washington, DC, United States - **Salary:** $50,000.0 - $55,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Android Software Development, Antivirus Softwares, Macintosh Computers, Apple IOS, Apple Mac Systems, Application Layers, Software Applications, Software Documentation, Text Processing, Web Browsers, Systems Analysis, Virtual Private Networks (VPN), Knowledge Management, LiveChat, Microsoft Office, Remote Access Technology, Remote Desktop Services, Microsoft SharePoint, Web Platforms, Cisco Anyconnect, Mobile Os, Office365, Workspace ONE, Tablet Computers, Peripherals, Microsoft InTune, RSA SecurID, Casper Suite - **Published:** July 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=17f291cc377b3fc0 ## About the Role 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. 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: 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, * 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. CompTIA A+) preferred but not required * ITIL Foundations preferred but not required * M365 Certification preferred but not required * 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. ## Description Tier 1 is the first level of IT support, typically handling basic customer issues and troubleshooting. Tier 1 support is managed through the Call Center, with an onsite presence required and some remote flexibility. The House has one location in Washington, located in the DC Metropolitan area. The Call Center Tier 1 Representative should be able to handle on average 50 tickets weekly. 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. Primary Responsibilities: * 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. * 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. ## Related Videos - [Hacking iOS and Developing for Airbnb with Nicolas Haunold, Software Engineer at Airbnb](https://www.wearedevelopers.com/videos/100361-hacking-ios-and-developing-for-airbnb-with-nicolas-haunold-software-engineer-at-airbnb) - [Why Your Next Best Talent Might Not Be in Your Neighborhood](https://www.wearedevelopers.com/videos/1861-why-your-next-best-talent-might-not-be-in-your-neighborhood) - [WeAreDevelopers LIVE - Web Typography; CSS Layout features; Staying curious in an AI world and more](https://www.wearedevelopers.com/videos/1334-wearedevelopers-live-web-typography-css-layout-features-staying-curious-in-an-ai-world-and-more) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Winning talents through play - Corporate Gaming with AKEYI](https://www.wearedevelopers.com/videos/1062-winning-talents-through-play-corporate-gaming-with-akeyi) - [Edge AI on iOS: Beyond the Cloud, Designing the Next Generation of Intelligent On-Device Apps](https://www.wearedevelopers.com/videos/100225-edge-ai-on-ios-beyond-the-cloud-designing-the-next-generation-of-intelligent-on-device-apps) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Developer Salary in Germany [2023]](https://www.wearedevelopers.com/magazine/194-software-developer-salary-in-germany-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)