IT Help Desk Specialist (Journeyman Computer Support Specialist)

Job Description

Connexus Hub is seeking two experienced IT Help Desk Specialists to provide advanced, front-line technical support to a federal agency of approximately 275 staff. Working as Journeyman (Tier II) Computer Support Specialists, you will deploy, maintain, and troubleshoot personal computers, mobile devices, and related technologies across macOS, Windows, and mobile platforms. The team handles roughly 79 service tickets per day (about 270 per month), with generally moderate complexity and occasional advanced troubleshooting.

You'll support and modernize the agency's endpoint management environment, promote operational excellence through standard operating procedures, knowledge base articles, and automation scripts, and mentor Tier I technicians. This is an on-site role working collaboratively with the agency's Service Desk and coordinating with Tier III Engineering, Network Operations, and Cybersecurity teams to deliver consistent, high-quality service.

Key Responsibilities

• Inspect, image, configure, and inventory computer equipment for deployment based on onboarding documentation and division-specific requirements.
• Deploy and configure Windows desktops, macOS systems, and mobile devices, validating each against security baselines before end-user delivery.
• Install, configure, troubleshoot, and maintain hardware, software, and peripherals across Windows and macOS, including upgrades, patches, firmware updates, and approved security configurations aligned with Zero Trust and Defense-in-Depth standards.
• Register and configure iOS and Android devices in enterprise MDM platforms; train and troubleshoot users on authentication, MFA, and secure remote connectivity.
• Load and verify software packages and configuration baselines using automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent.
• Diagnose and resolve complex issues MFA failures, identity anomalies, network connectivity, and endpoint irregularities applying independent judgment to find root causes while protecting sensitive data.
• Support Tier I personnel by enforcing best practices, creating and validating SOPs, and reviewing escalations; leverage JAMF and Microsoft Intune for endpoint automation and configuration management.
• Administer Microsoft Entra ID / Active Directory (account provisioning, group policy, identity lifecycle) in coordination with IAM governance.
• Support macOS and iOS administration, including device enrollment, configuration profile deployment, and FileVault management.
• Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop evidence-based solutions.
• Perform secure drive sanitization and destruction using BitRaser or approved tools, maintaining certificates of destruction; use approved cloning tools for deployments, refreshes, and recovery.
• Document changes, verify asset records, and provide clear, timely ticket communication per customer service metrics.
• Identify recurring problem trends, develop mitigation strategies, and present findings to IT management.
• Periodically support project and engineering work: imaging strategy, patch management and vulnerability remediation (e.g., Nessus findings), and incident/outage response.

Required Qualifications (Knowledge, Skills & Abilities)

• Enterprise-level administration and support for macOS and Windows, including imaging, deployment, configuration management, and security baselines.
• Experience with endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF.
• Ability to manage and troubleshoot identity and access management Microsoft Entra ID / Active Directory, MFA, role-based access controls, and AWS-integrated identity solutions.
• Ability to diagnose authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer, macOS Console, and monitoring tools.
• Experience coordinating cross-team incident response with Service Desk, Network Operations, and Cybersecurity teams.
• Strong grasp of advanced system administration: patch management, baseline configuration, and automated imaging.
• Strong understanding of cloud/hybrid environments, particularly AWS-hosted resources and on-prem/cloud integration.
• Strong understanding of Zero Trust security principles.
• Clear communication skills, including technical documentation, user guides, and mentoring Tier I technicians.
• Excellent customer service and problem-solving skills; ability to prioritize and meet tight deadlines.

Preferred Certifications

• CompTIA Security
• Microsoft Certified: Endpoint Administrator Associate (or equivalent)
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner (or higher)
• ITIL Foundation or equivalent service-management certification
• AWS Certified SysOps Administrator Associate