Share Email Opening Title Tier 1 Help Desk Specialist - LOC  EOE Statement Technology Automation & Management (TeAM), Inc. TeAM is looking for highly motivated and highly skilled individuals who are ready for exciting opportunities with a growing company. For more than a quarter of a century, we've built our reputation as a premier solutions provider to the Federal Government, and eagerly seek creative problem solvers to join our TeAM. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.   Description Mission Objectives - The Tier 1 Help Desk Specialist plays a crucial role in ensuring the operational effectiveness and productivity of Library of Congress staff by serving as the first point of contact for technical assistance and support. This position's importance lies in its responsibility to rapidly assess, resolve, or escalate user issues related to hardware, software, accounts, and communications systems, directly impacting user satisfaction and overall business continuity. Specialists embody professionalism and technical acumen, reflecting the Library's commitment to service excellence and accessibility through prompt, courteous, and efficient support. [Position Responsibility Summary] Respond to end user support requests via phone, email, chat, or in-person, using ServiceNow and AVAYA ACD systems. Strong customer service mindset and ability to remain calm and helpful under pressure. Rotational on call 24/7 phone coverage support. Triage, document, and resolve technical incidents and requests involving desktops, laptops, mobile devices, printers, collaboration platforms (e.g., O365), and business applications. Maintain detailed records of support requests and resolutions to assist with future troubleshooting. Contribute to creating and updating knowledge base articles to support common technical issues. Guide users through problem-solving and escalation procedures in accordance with the OCIO Incident Management Process Guide. Perform account and password resets, access provisioning, and basic troubleshooting following Library security protocols. Update tickets with detailed notes and resolution status; maintain accurate records for metrics reporting in ServiceNow. Escalate complex issues to Tier 2/3 support as appropriate, providing all triage information. Support walk-up user requests at service desk counters and during Library special events. Adhere to Quality Assurance Surveillance Plan (QASP) standards for responsiveness and customer experience. Offer training and advice to end users on software applications, hardware, and best practices to prevent recurring issues. Work closely with other IT team members to ensure that larger technical issues are escalated and resolved efficiently. Participate in the installation and configuration of software/hardware and other IT projects. Perform manual installation of approved software, software patches, and security updates to the client workstations when required.   Position Requirements Experience: 2 years or more of customer service or technical support (help desk, call center, or similar setting) Ability to troubleshoot Windows MacOS, standard office applications, printers, and networks Education and Credentials Education: High school diploma or equivalent Certifications: Current and valid CompTIA A+ certification Years of Experience: 2 years minimum ________________________________________________________________________________ Optional/Value-added qualifications: [These qualifications are desirable but not required] Optional/Value-added Experience: Library of Congress or Copyright Office service support experience Experience with ServiceNow, AVAYA ACD, remote IT support tools, or Office 365 Federal agency or large enterprise help desk experience Optional/Value-added Additional Credentials: Education: Associate’s or Bachelor’s degree in IT, Computer Science, Information Systems, Data Science or related field Certifications/Training: Microsoft 365 Certified: Modern Desktop Administrator Associate (MD102) or equivalent. Experience: ITIL v4 Foundations, HDI Support Center Analyst Duty Location: Library of Congress, 101 Independence Ave SE, Washington, DC 20540. As needed: Thomas Jefferson Building, John Adams Building, James Madison Memorial Building, and other facilities within the DC Metro, MD, and VA Work Arrangement: Onsite or hybrid (subject to government direction and operational needs) Travel Requirements: Minimal (within NCR for special projects/tasks) Work Hours: Help Desk shifts are scheduled around core business hours which are between 7 AM and 7:00 PM, Monday–Friday; with additional shifts for on-call and after-hours support. Minimum Security Clearance Required: Favorably adjudicated Library fitness/background check.   Full-Time/Part-Time Full-Time   Tags   Pending Contract Award Pending Contract Award   Relocation Assistance   Sign-on Bonus   Travel Required   RFI/RFP   Req Number INF-25-00060   Location Library of Congress IT Service Desk and End User Services   This position is currently not accepting applications. 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