Help Desk Specialist

Job Title: Help Desk Specialist

Location: Ford House Office Building, 4th Floor

2nd and D Streets SW

Washington, DC 20515

Employment Type: Full-Time

** This position is contingent upon award of the contract.

About the Company

Athena Technology Group, Inc. (ATG) is a Service-Disabled Veteran Owned Small Business (SDVOSB) focused on Information Technology and Communications consulting, system engineering, integration, deployment and operation of state of the art command and control and information systems that deliver critical network centric solution to the warfighter. With a proven track record of technical support to our customers, we are looking for innovative industry professionals to join our team.

ATG is an Equal Opportunity/Affirmative Action Employer Minorities/Females/Vets/Disability

Job Summary

Athena Technology Group (ATG) is seeking a Help Desk Specialist to provide phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors. Serving as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Key Responsibilities:

• Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines.

• Experience utilizing and supporting endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies, and streamline routine tasks.

• The ability to manage and troubleshoot identity and access management services, including Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions.

• The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant monitoring tools.

• The ability to coordinate cross-team incident response activities by working closely with the Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation, escalation, and remediation of technical issues.

• A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows.

• A strong understanding of cloud and hybrid environment management, with specific experience supporting AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructures.

• A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization's security, compliance, and configuration standards.

• Clear and effective communication, including the ability to document technical procedures, create user-friendly guides, and mentor Level I technicians to enhance overall Service Desk capability.

• Must have excellent customer service and problem-solving skills and the ability to prioritize tasks to meet tight deadlines while maintaining professionalism and responsiveness.

Qualifications

Required:

• (2) Two years providing IT Help Desk support or equivalent education/work experience interacting with end-users /customers; excellent written and verbal communication skills are required.

• Associate's degree in computer science, Information Technology, or Management Information Systems or closely related field or equivalent years of progressive experience.

Desired:

• Bachelor's degree in information technology, Computer Science, or a closely related field.

• CompTIA Security

• Microsoft Certified: Endpoint Administrator Associate (or equivalent)

• Apple Certified IT Professional

• AWS Certified Cloud Practitioner (or higher-level AWS certification)

• ITIL Foundation or equivalent certification in service management

• Certified SysOps Administrator - Associate

Additional Benefits

• Performance Bonuses and annual salary reviews

• Health, dental, and vision insurance

• Short Term Disability, Long Term Disability, and Life Insurance

• 401(k) plan with company match

• Opportunities for professional growth and development

• A collaborative and inclusive work environment

ATG is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.