IT Help Desk Specialist

Bestica is hiring for an IT Helpdesk Specialist to support Congressional Budget Office (CBO) in Washington, DC.

Position Overview: Seeking experienced Tier II IT Help Desk Specialists to provide enterprise-level technical support in a fast-paced federal environment. The ideal candidate will possess strong experience supporting Windows and macOS workstations, mobile devices, enterprise endpoint management solutions, identity management platforms, and end-user support. This role requires excellent troubleshooting skills, outstanding customer service, and the ability to support a modern enterprise IT environment while maintaining high service standards.

Ideal Candidate: someone with hands-on experience in both Windows and Apple enterprise environments, along with Microsoft Intune, JAMF, Active Directory, and Microsoft Entra ID.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent experience).
• Experience providing Tier II Help Desk or Desktop Support in an enterprise environment.
• Strong experience supporting:
  • Windows 10/11
  • macOS
  • Desktop and laptop hardware
  • Microsoft Office and enterprise applications
• Experience with:
  • Microsoft Active Directory
  • Microsoft Entra ID (Azure AD)
  • User account administration
  • Password resets
  • Multi-Factor Authentication (MFA)
  • Group Policy
• Experience supporting:
  • iPhone
  • iPad
  • Android devices
• Experience with enterprise endpoint management tools such as:
  • Microsoft Intune
  • JAMF
  • Ivanti
  • KACE
  • SCCM or equivalent
• Experience performing:
  • Desktop imaging
  • Software deployment
  • Patch management
  • Hardware deployment
  • Driver installation
  • Endpoint troubleshooting
• Excellent troubleshooting and analytical skills.

Preferred Certifications (One or more of the following):

• CompTIA Security
• Microsoft Certified: Endpoint Administrator Associate
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner
• AWS Certified SysOps Administrator – Associate
• ITIL Foundation

Preferred Qualifications(Experience with one or more of the following):

• Microsoft Intune Administration
• JAMF Administration
• Apple Enterprise Device Management
• AWS Cloud support
• PowerShell scripting
• Endpoint automation
• Imaging automation
• Hardware asset management
• Asset inventory systems
• Conference room technology support
• Zero Trust architecture
• Endpoint security
• FileVault
• Vulnerability remediation
• Secure media destruction

Key Responsibilities

• Provide Tier II technical support for enterprise users via walk-up, remote, phone, and ticketing systems.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Support Windows 10/11 desktops and laptops, macOS devices, iPhones, iPads, and Android devices.
• Install, configure, image, deploy, and maintain desktop and laptop systems.
• Perform hardware installations, upgrades, replacements, and lifecycle management.
• Administer user accounts, security groups, password resets, and access requests using Microsoft Active Directory and Microsoft Entra ID (Azure AD).
• Enroll, configure, manage, and troubleshoot enterprise mobile devices.
• Utilize Microsoft Intune, JAMF, or equivalent endpoint management solutions for device administration and compliance.
• Deploy software updates, operating system patches, drivers, and security updates.
• Diagnose authentication issues, MFA problems, endpoint performance issues, and software conflicts.
• Maintain accurate incident records and update ticketing systems with troubleshooting activities and resolutions.
• Create and maintain Standard Operating Procedures (SOPs), knowledge base articles, technical documentation, and user guides.
• Support endpoint security initiatives including patch management, encryption, vulnerability remediation, and Zero Trust security practices.
• Assist with conference room technology, audiovisual equipment, and end-user collaboration tools.
• Provide exceptional customer service while supporting executive and general user populations.
• Train end users on hardware, software, and enterprise IT services.
• Mentor junior technicians when required.

Salary : $38 - $40