Information Technology Support Technician

Position Summary

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 escalate 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.