senior customer service representative Jobs in Washington

senior customer service representative

customer support specialist Jobs in Washington

customer support specialist

front desk agent

help desk specialist

helpdesk support lead

service desk agent

SAIC

<div>Job ID: 2611944
Location: Washington, DC, US
Date Posted: 2026-04-27
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_REMOTE 
Description
﻿
SAIC is looking for outstanding Call Center candidates to join our Defense &amp; Civilian Sector in support of the US Department of Transportation. The DOT junior agent is the first line of contact with the DOT customer base.

This role is fully ONSITE in Washington, DC.

As such the agent is responsible for:
<ul>
<li>The creation of Interactions and Incidents.</li>
<li>Provide basic technical and process assistance over the Phone and via Email.</li>
<li>Provide friendly, courteous support of all DOT employees and contractors.</li>
<li>Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.</li>
<li>As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.</li>
<li>Shifts are M-F 7am-7pm EST.</li>
</ul>
Responsibilities:
<ul>
<li>Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.</li>
<li>Provides detailed level answers on Windows &amp; Office applications and provides escalation and routing for complex issues and requests.</li>
<li>Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.</li>
<li>Researches customer concerns and find appropriate resolutions.</li>
<li>Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.</li>
<li>Other duties as assigned.</li>
</ul>
Qualifications
﻿
Requirements:<ul><li>
High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification.</li><li>
Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.</li><li>
Must be willing to work effectively within a team environment in a fast-paced support role.</li><li>
Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.</li><li>
Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.</li></ul>
Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.</div>

Service Desk Agent

Donohoe Hospitality Services

<div>
 Job Details
 
 
 
 Description
 
 
 
 
 Join our team at Holiday Inn Washington DC National Capital Mall!
 
 
 
 Working at Holiday Inn Washington DC National Mall offers a unique and rewarding experience for several reasons. Situated near the National Mall, the hotel is within walking distance of iconic landmarks such as the Smithsonian museums, the U.S. Capitol, and the Washington Monument. Our central location provides a vibrant and dynamic work environment. Our hotel fosters a supportive and inclusive work environment where teamwork and collaboration are highly valued. Employees are encouraged to bring their unique perspectives and ideas to the table, creating a dynamic and engaging workplace. Holiday Inn Washington DC National Mall is also actively involved in the local community, offering employees the chance to participate in various community service initiatives and events. This engagement not only enriches the community but also provides team members with a sense of purpose and connection. Additionally, the hotel features modern amenities, including a seasonal rooftop pool, a 24-hour fitness center, and on-site dining, which enhance the overall work environment and provide employees with convenient and enjoyable perks.
 
 
 Overall, working at Holiday Inn Washington DC National Mall offers professional growth, excellent benefits, and a vibrant, supportive work culture. It's an exciting place to build a career, where you can thrive both personally and professionally.
 
 
 
 Front Desk Agent
 
 
 
 
 Compensation - Salary Range $19.00 - $19.50 per hour
 
 
 
 
 Position Summary
 
 
 
 As a part of our front desk team, you are the heart of our hotel, where most guest interactions occur. Your role is vital in shaping our guests' overall experience. As a Front Desk Agent, you will be the first point of contact for our guests, ensuring a warm and welcoming experience from the moment they arrive. Your role is pivotal in creating a positive impression and providing exceptional customer service. You will handle guest check-ins and check-outs, manage reservations, and address any inquiries or concerns with professionalism and courtesy.
 
 
 
 Essential Functions
 
 
 
 <ul>
 <li>
 Guest Check-In/Out: Efficiently check guests in and out in accordance with hotel and brand standards.
 </li>
 <li>
 Guest Information: Inform guests about hotel facilities, policies, and procedures. Provide local tourist information.
 </li>
 <li>
 Phone Management: Operate the hotel phone system, transfer calls, and accurately take messages.
 </li>
 <li>
 Reservations: Manage guestroom reservations, including taking, modifying, and canceling bookings.
 </li>
 <li>
 Guest Inquiries: Address guest inquiries, requests, and complaints, coordinating with other departments as needed.
 </li>
 <li>
 Cashier Duties: Handle cashier tasks and post charges to guest accounts.
 </li>
 <li>
 Maintenance Coordination: Notify housekeeping and maintenance of any reported issues with guestrooms or hotel grounds.
 </li>
 <li>
 Security Procedures: Follow in-house procedures to ensure the security of guests and employees, and be familiar with emergency procedures.
 </li>
 <li>
 Front Office Cleanliness: Maintain the cleanliness and organization of the Front Office area.
 
 
 </li>
 </ul>
 
 Additional Responsibilities
 
 
 
 <ul>
 <li>
 Flexible Scheduling: The hotel operates 24/7. Employees may need to work shifts outside their preferred or usual hours to meet business demands.
 </li>
 <li>
 Policy Adherence: Adhere to all work rules, procedures, and policies established by the hotel, including those in the employee handbook.
 
 
 </li>
 </ul>
 
 Skills And Abilities
 
 
 
 <ul>
 <li>
 Communication: Strong communication and interpersonal skills.
 </li>
 <li>
 Stamina: Ability to stand for extended periods.
 </li>
 <li>
 Adaptability: Ability to work in a fast-paced environment.
 </li>
 <li>
 Composure: Maintain control and exhibit good judgment in difficult situations
 
 
 </li>
 </ul>
 
 Benefits And Perks
 
 
 
 Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, and hotel room discounts. and MORE! Through this selection of benefits and perks, we strive to provide employees with options that enhance their quality of life at work and beyond.
 
 *minimum 32 hours/week to qualify
 
 
 
 We also offer daily pay access, where you can receive your earnings on the same day you work, empowering you to manage your finances easily and confidently.
 
 
 If you're ready to bring your energy and skills to a team dedicated to delivering exceptional guest experiences, we want to hear from you! Apply today and be a key player in creating memorable moments for our guests.
</div>

Front Desk Agent

Booz Allen Hamilton

<div>Agentic AI Engineer
The Opportunity: 
We are looking for a highly skilled Agentic AI Engineer to join our team, specializing in building autonomous, goal-oriented AI systems. You will play a crucial role in shifting our AI strategy from passive LLM chatbots to proactive, multi-agent orchestrations. In this role, you will utilize deep experience in agent orchestration frameworks, RAG, knowledge graphs, and fine-tuning Small Language Models (SLMs) for edge deployment. 
 
What You'll Work On:<ul><li>
Design and implement intelligent agent architectures that can reason, plan, and take actions using LangChain, LangGraph, and AutoGen.</li><li>
Develop and deploy multi-agent systems using Model Context Protocol (MCP) and Agent-to-Agent (A2A) protocols to facilitate communication, tool usage, and collaborative task solving.</li><li>
Build advanced RAG pipelines integrating unstructured data with Knowledge Graphs (KG) to enhance reasoning accuracy and context retention.</li><li>
Fine-tune SLMs for specific domains and optimize them for edge device performance, including ONNX, GGML, or Ollama.</li><li>
Develop evaluation frameworks to test agent reliability, safety, and performance, moving from prototype to production, including ReAct loops and human-in-the-loop.</li></ul>
Join us. The world can&rsquo;t wait.
You Have:<ul><li>
5+ years of experience in software development</li><li>
3+ years of experience with GenAI, LLMs, and agentic workflows</li><li>
3+ years of experience with LangChain, LangGraph, AutoGen, or LlamaIndex</li><li>
Experience with MCP for tool integration and A2A for agent-to-agent collaboration</li><li>
Experience with RAG architecture and KG, including Neo4j or NebulaGraph</li><li>
Experience fine-tuning LLMs or SLMs using Hugging Face, PEFT, or LoRA</li><li>
Knowledge of modern software design patterns, including microservice design or edge computing</li><li>
Ability to obtain a Secret clearance</li><li>
Bachelor&rsquo;s degree in a CS or AI field</li></ul>
Nice If You Have:<ul><li>
Experience deploying agentic systems in a production environment</li><li>
Experience deploying agents on edge devices such as Android or local models</li><li>
Experience integrating coding agents such as Cursor or Windsurf, into an efficient development pipeline with measured results</li><li>
Master&rsquo;s degree in a CS or AI field preferred; Doctorate degree in CS or Statistics a plus</li></ul>
Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen&rsquo;s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual&rsquo;s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $99,000.00 to $225,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen&rsquo;s total compensation package for employees. This posting will close within 90 days from the Posting Date.
Identity Statement
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Candidate AI Usage Policy
AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.
Work Model 
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.<ul><li>
Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.</li><li>
Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.</li><li>
Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.</li></ul>
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.</div>

Agentic AI Engineer

Allied Universal

<div>Security Officer Guest Services Desk<h2 class="jobSectionHeader">
Overview</h2>
Allied Universal&reg;, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.
<h2 class="jobSectionHeader">Job Description</h2> 
As a Security Officer Guest Services Desk in Washington, DC, you will serve and safeguard clients in a range of industries. Join Allied Universal as a Front Desk Officer in a professional property setting, where you will welcome visitors, help manage access, monitor activity at the entry point, and support security-related operations with strong communication and customer service. In this highly visible role, you will bring a caring, reliable approach, work with integrity, and collaborate with the team to help create a positive experience for everyone on site.
Position Type: Full Time
Pay Rate: $23.29 / Hour
Job Schedule:
DayTimeThur11:00 PM - 07:00 AMFri11:00 PM - 07:00 AMSat03:00 PM - 11:00 PMSun03:00 PM - 11:00 PM
What You'll Do:
<ul><li>Provide customer service to clients, visitors, and staff by carrying out security-related procedures, site-specific policies, and/or appropriate emergency response activities from the front desk area.</li>
<li>Respond to incidents, calls for assistance, and critical situations in a calm, problem-solving manner.</li>
<li>Monitor access to the location by greeting visitors, verifying credentials, maintaining visitor logs, and communicating with building personnel as needed.</li>
<li>Answer phones, assist with inquiries, and report unusual activity or security-related concerns according to site procedures.</li>
<li>Support front desk operations by documenting daily activities, receiving deliveries when applicable, and following post orders and site-specific instructions.</li></ul>
Minimum Requirements:
<ul><li>At least 1 year of security-related experience is required.</li>
<li>Be at least 21 years of age.</li>
<li>Being comfortable using a computer or tablet is preferred.</li>
<li>Access control and badge experience is preferred.</li>
<li>Customer service experience is preferred.</li>
<li>Be at least 18 years of age for unarmed roles; 21+ years of age for armed roles.</li>
<li>Possess a high school diploma or equivalent.</li>
<li>As a condition of employment, applicants will be subject to a background investigation in accordance with all federal, state, and local laws.</li>
<li>Allied Universal will consider qualified applications with criminal histories in a manner consistent with applicable laws.</li>
<li>As a condition of employment, applicants will be subject to a drug screen to the extent permitted by law.</li>
<li>Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment.</li>
<li>A valid driver's license will be required for driving positions only.</li></ul>
Why Join Us:
<ul><li>Smart Tools: Access to our exclusive technology to view and claim additional shifts to earn more.</li>
<li>Career Growth: Get paid training and access to career growth opportunities.</li>
<li>Financial and Health Benefits: Enjoy access to a retirement savings plan, plus medical, dental, vision, basic life and AD&amp;D, and disability insurance.</li>
<li>Exclusive Perks: Enjoy discounts on top brands and services through our Perks Program.</li></ul><h2 class="jobSectionHeader"> 
Closing</h2>
Allied Universal&reg; is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com.
If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.
<h2 class="jobSectionHeader">Requisition ID</h2> 
2026-1582466</div>

Security Officer Guest Services Desk

General Dynamics Information Technology

<div>
 
 
 Job Description:
 
 
 
 
 
 Type of Requisition:
 
 
 
 Regular
 
 
 
 
 Clearance Level Must Currently Possess:
 
 
 
 
 Top Secret
 
 
 
 
 Clearance Level Must Be Able To Obtain:
 
 
 
 
 Top Secret/SCI
 
 
 
 
 Public Trust/Other Required:
 
 
 
 
 None
 
 
 
 
 Job Family:
 
 
 
 
 Technical Support Services
 
 
 
 
 Skills:
 
 
 
 
 
 Job Qualifications:
 
 
 
 Customer Service, Information Technology (IT) Support, Problem Resolution
 
 
 
 
 Certifications:
 
 
 
 
 None
 
 
 
 
 Experience:
 
 
 
 
 4 + years of related experience
 
 
 
 
 US Citizenship Required:
 
 
 
 
 Yes
 
 
 
 
 Job Description:
 
 
 
 
 <ul>
 <li>
 Shift options listed at the bottom.
 
 
 </li>
 </ul>
 GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation&rsquo;s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
 
 
 Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.
 
 
 At GDIT, people are our differentiator. As a Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Technician joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
 
 
 
 How a Help Desk Technician Will Make An Impact:
 
 
 
 <ul>
 <li>
 Providing a high level of technical support and service to our onsite and remote customers.
 </li>
 <li>
 Demonstrating attention to detail, problem solving, and desire to provide a great customer experience.
 </li>
 <li>
 Delivering excellent customer service via phone, chat, email, tickets and deskside support.
 </li>
 <li>
 Supporting on-site installation and repair of desktops, notebooks, printers, iPads, and peripherals.
 </li>
 <li>
 Troubleshooting and resolving issues with both Microsoft Windows and MacOS.
 </li>
 <li>
 Diagnoses hardware, software, and user problems and recommends corrective actions or procedural changes.
 </li>
 <li>
 Supporting Microsoft Office 365 and Active Directory products.
 </li>
 <li>
 Documenting and tracking customer incidents and requests via ticketing management system.
 </li>
 <li>
 Following resolution process and efficiently escalating tickets to appropriate teams when applicable.
 </li>
 <li>
 Isolating and resolving issues with individual workstations.
 </li>
 <li>
 Using advanced skills to set up shared drives, map network drives, install and update software, etc.
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Need To Succeed:
 
 
 
 <ul>
 <li>
 Required Experience: Bachelors' Degree in IT or related discipline or a minimum of 4 years of related experience
 </li>
 <li>
 Required Technical Skills: Technical support, networking, application support, problem solving.
 </li>
 <li>
 Required Certifications: CompTIA Security+ required within 6 months of start date
 </li>
 <li>
 Security Clearance Level: Active Top Secret with SCI Eligibility
 </li>
 <li>
 Required Skills and Abilities: Excellent verbal and written communication, collaborative and adaptable. Must be able to pass a basic English Language assessment test.
 </li>
 <li>
 Location: On Customer Site, Washington, District of Columbia
 
 
 </li>
 </ul>
 
 
 Mon-Fri shift
 
 
 
 
 Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts)
 
 
 
 
 
 Afternoons:
 
 
 
 
 
 Option 2: 1600-0000 Sat-Wed
 
 
 Option 3: 1600-0000 Thu-Mon
 
 
 
 
 
 Overnights:
 
 
 
 
 
 Option 4: 0000-0800 Sat-Wed
 
 
 Option 5: 0000-0800 Thu-Mon
 
 
 <ul>
 <li>
 everyone must work 4 holidays a year
 
 
 </li>
 </ul>
 The likely hourly rate for this position is between $26.44 - $35.78. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
 
 
 
 
 Scheduled Weekly Hours:
 
 
 
 
 40
 
 
 
 
 Travel Required:
 
 
 
 
 10-25%
 
 
 
 
 Telecommuting Options:
 
 
 
 
 Onsite
 
 
 
 Work Location:
 
 
 
 USA DC Washington
 
 
 
 Additional Work Locations:
 
 
 
 
 
 Total Rewards At GDIT:
 
 
 
 
 Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
 
 
 We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
 
 
 Join our Talent Community to stay up to date on our career opportunities and events at
 
 
 gdit.com/tc.
 
 
 Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
</div>

Associate Help Desk Technician - All shifts available - Active Top Secret required

Washington State Department of Corrections

<div><div><div><div>This position is located in the Information Technology Division, Office of the Deputy Director for Management Support District of Columbia Department of Corrections. The (DCDOC's) Mission is to ensure the safe, secure and humane confinement of pretrial detainees, and sentenced misdemenant prisoners. The management and operation of the District's correcational system fosters community security.
The purpose of this position is to provide first line IT customer service/support to DCDOC local and remote site users and, as necessary, escalate customers' need to more experienced IT staff members.
Duties and Responsibilities
Staffs Agency's IT help desk. Answers calls, logs requests into a database and troubleshoots basic and limited problems over the telephone, including but not limited to password resets, hardware problem diagnosis, LAN connectivity support, and shrink wrap software questions and/or malfunction(s). Participates in the training of end users in the use of hardware and software products. Help end users overcome basic and limited software problems and provides instruction on how to avoid them in the future.
Participates in the development of metrics for tracking the efficiency and effectiveness of the help desk and prepares routine performance reports for management. Participates in the analysis of help desk requests, and the formulation of training plans to address common Agency-wide problems. Participates in the development of policies and procedures governing help desk operations. Participates in the evaluation of software products that support help desk management and makes recommendations to management on conclusions.
Qualifications and Education
Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks. Or Individuals must have IT-related experience demonstrating each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers.
3. Oral Communication - Expresses information to individuals or groups effectively.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information.
 AND
Specialized Experience:
Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must be equivalent to the next lower grade in the normal line of progression.
Licenses and Certifications
At least two (2) certifications in IT programs are preferred.
A valid driver's license with an acceptable record may be required.
Working Conditions/Environment
Work is performed in an office and field settings within a correctional institution and with and around inmates; adherence to institutional safety and prevention guidelines is required.
Other Significant Facts
Tour for Duty: Monday - Friday 8:15 a.m. to 4:45 p.m. May be required to work on weekends.
Pay Plan, Series and Grade: CS-2210-11
Promotion Potential: Promotion Potential to CS-12
Duration of Appointment: Career Service Appointment
Collective Bargaining Unit: This position is in a collective bargaining agreement.
Position Designation: This position has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations, suitability- Safety Sensitive.
A TB Test will be required prior to entry on duty.
Essential Designation: This position has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. Incumbent is designated an essential employee and is subject to call up and/or recall at any time as deemed necessary to ensure safe and orderly operations; required to work rotating shifts and weekends; and is subject to 24-hour on-call status.
Residency Preference: Applicants claiming &ldquo;Residency Preference&rdquo; will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.
EEO Statement: The District of Columbia as an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap or political affiliation.</div></div></div></div>

IT Spec. (Customer Support)

Invictus Capital Partners

<div><h3 class="jobSectionHeader">Description</h3><div> 
Invictus Capital Partners is seeking an IT Service Desk Analyst in our Washington DC office. This position will serve as the first point of contact for technical issues for internal and remote employees, be responsible for providing exceptional customer service while completing a variety of desktop and help desk support activities at corporate headquarters for all Verus Mortgage employees/ Invictus Capital Partners. Handles routine day-to-day problems regarding PC&rsquo;s, hardware, software, and network/ZTNA issues. 
 
The IT Service Desk Analyst will require strong hardware, software, customer service and interpersonal skills. Very strong problem-solving skills will be essential, along with desktop operating systems, application support and network (Active Directory) experience. The position requires a self-motivated, detail-oriented, collaborative team player who will respond to incoming service requests from users in a prompt and courteous manner. 
 
This is a fully onsite role based in Washington, DC, with standard business hours of 8:00 AM &ndash; 5:00 PM, Monday through Friday.</div><h3 class="jobSectionHeader"> 
Key Responsibilities</h3> 
<ul>
<li>
Serve as the first point of contact for IT support requests via ServiceNow, Microsoft Teams, Outlook, phone, and in person</li>
<li>Provide hands-on technical support for hardware, software, peripherals, and connectivity issues</li>
<li>Troubleshoot and resolve issues related to Windows 11, Microsoft 365, ZTNA, printers, and business applications</li>
<li>Respond to incidents and service requests within defined SLAs; escalate when necessary</li>
<li>Deliver remote support using phone, video conferencing, and secure remote access tools</li>
<li>Perform root cause analysis for recurring issues and recommend preventive solutions</li>
<li>Build, re-image, and deploy Windows 11 devices using Windows Autopilot aligned with corporate standards</li>
<li>Configure and deploy full workstation setups (monitors, docking stations, peripherals, RingCentral phones)</li>
<li>Install and maintain required applications and endpoint security tools</li>
<li>Ensure all endpoints meet security, compliance, and patching requirements prior to deployment</li>
<li>Perform hardware diagnostics, repairs, and coordinate warranty services</li>
<li>Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD)</li>
<li>Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes</li>
<li>Configure and maintain access to enterprise platforms (ShareFile, RingCentral, ZTNA/FortiCloud)</li>
<li>Enforce IT and Information Security policies (password standards, MFA, least-privilege access)</li>
<li>Support Duo MFA and YubiKey setup, troubleshooting, and replacement</li>
<li>Execute end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness</li>
<li>Coordinate onboarding for both onsite and remote employees</li>
<li>Prepare, package, ship, and track IT equipment for remote users</li>
<li>Process offboarding by disabling accounts, revoking access, and coordinating equipment returns</li>
<li>Sanitize, re-image, and securely decommission devices per company policy</li>
<li>Generate shipping labels and manage inbound/outbound equipment logistics</li>
<li>Maintain accurate inventory of laptops, peripherals, and IT assets</li>
<li>Track asset lifecycle (deployment, repair, reassignment, retirement)</li>
<li>Manage incoming hardware deliveries and stage equipment for deployment</li>
<li>Ensure adherence to IT, security, and change management policies (ServiceNow)</li>
<li>Create and maintain technical documentation, SOPs, and knowledge base articles</li>
<li>Perform daily IT operational checklists</li>
<li>Support IT Operations and Security teams with projects (disaster recovery testing, system upgrades, office moves)</li>
<li>Properly dispose of IT equipment and waste according to company procedures</li></ul> 
<h3 class="jobSectionHeader">
Skills, Knowledge and Expertise</h3> 
<ul>
<li>
High School Diploma or equivalent. Associate degree preferable, but not required</li>
<li>3+ years of experience with an IT Help Desk/Desktop Support focus</li>
<li>Must have excellent, customer service, interpersonal, written and verbal communication skills.</li>
<li>Very strong Experience providing email support, including Microsoft Outlook, and Office 365 applications.</li>
<li>Strong working knowledge of Active Directory Authentication including user account creation, deletion and password reset functionality.</li>
<li>Experience with computer imaging and desktop operating systems, Windows 11</li>
<li>Experience providing network support, including LAN, Wireless, and VPN troubleshooting</li>
<li>Very strong problem solving, analytical, troubleshooting, and technical support skills</li>
<li>Excellent time management skills, ability to effectively prioritize and execute tasks, multitask, ability to adapt to new technology changes, remain flexible and continue to learn new processes</li>
<li>Must have very strong experience interacting with people remotely and face-to-face</li>
<li>Possess a strong ability to adapt to evolving tasks and embrace continuous learning opportunities</li>
</ul><div>Preferred Skills/Experience</div><ul>
<li>Experience with service desk ticketing systems</li>
<li>Experience in supporting office network printers, VOIP phone system, office building security badge systems, mobile device email setup and connectivity</li>
<li>Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, internet browsers, etc.</li>
<li>Familiarity with remote software tools</li>
<li>Poven experience in successfully managing or contributing to large scale projects</li>
</ul><div> 
Key Competencies</div><ul>
<li>Technical Troubleshooting: Diagnoses and resolves a wide range of IT issues efficiently</li>
<li>Customer Service Excellence: Delivers responsive, professional support to end users</li>
<li>Problem Solving: Identifies root causes and implements effective solutions</li>
<li>Time Management: Prioritizes and manages multiple requests in a fast-paced environment</li>
<li>Adaptability &amp; Learning Agility: Quickly adapts to new technologies and evolving processes</li>
</ul><div> 
How This Role Demonstrates Our Values</div><ul>
<li>Integrity: Ensures secure handling of systems, data, and user access in alignment with policies</li>
<li>Collaboration: Works closely with IT teams and end users to resolve issues and improve service delivery</li>
<li>Excellence: Provides high-quality, timely support that enhances employee productivity</li>
<li>Critical Curiosity: Continuously learns new technologies and seeks opportunities to improve IT processes</li></ul> 
<h3 class="jobSectionHeader">
Benefits</h3> 
<ul>
<li>
Great compensation package, including competitive base pay</li>
<li>Discretionary annual bonus opportunity</li>
<li>Invictus medical, dental and vision is covered at 100% for all tiers.</li>
<li>We offer FSA&rsquo;s for healthcare, dependent care, transit and commuter costs.</li>
<li>Safe harbor 401(k) match of 4%; employees need 3-months of service to be eligible to participate. No vesting after that.</li>
<li>$80 per month cell phone reimbursement.</li>
<li>20 Days of PTO accrued at the beginning of the year, 10 company holidays plus sick time.</li>
<li>Tuition Reimbursement</li></ul> 
<h3 class="jobSectionHeader">
About Invictus Capital Partners</h3><div>
Invictus Capital Partners, LP (&ldquo;Invictus&rdquo;), a leading investment firm, and its subsidiary Verus Residential Loanco, LLC (&ldquo;Verus,&rdquo; and together with Invictus, the &ldquo;Companies&rdquo;), manage and oversee investments in Non-Agency single family residential mortgage loans. Invictus is located in Washington, D.C. and has approximately 50 employees, and Verus is located in Minneapolis and has approximately 200 employees. The Companies have overseen the acquisition of over $38 billion of mortgage loans since their inception. In addition, Invictus manages over $19 billion in gross assets and has completed over 70 rated securitizations. Interested candidates can learn more about the Companies by visiting www.invictuscp.com and www.verusmc.com.</div></div>

Service Desk Analyst

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