IT Help Desk Specialist (Journeyman)

IT Help Desk Tier II & Endpoint Support

As a Help Desk Specialist, you will be responsible for advanced end user and endpoint administration, identity management, and cross-platform (Windows/macOS/mobile) support.

What You'll Do

• Build and document imaging strategies using automation, scripting, and division-specific baselines for secure, consistent workstation builds across Windows and macOS
• Deploy and configure Windows desktops, macOS systems, and mobile devices following the imaging process, ensuring each device is properly inventoried, validated against security baselines, and ready for end-user delivery in accordance with division-specific requirements.
• Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments following the imaging process, including upgrades, patches, firmware updates, and approved security configurations to maintain compliance with Zero Trust and Defense-in-Depth standards. Manage accounts and access in Active Directory / Entra ID
• Provide clear and timely communication on ticket status, updates, and resolutions through the official tracking system, voicemail, email, or direct user interaction in accordance with customer service performance metrics.
• Configure and update devices remotely via Intune, JAMF, Ivanti, and KACE
• Mentor and guide junior help desk staff
• Support outage and security incident response using Microsoft Sentinel and VSOC and other monitoring platforms
• Maintain equipment records and perform data sanitization on retired devices
• Coordinate with Cloud, Engineering, and Development teams to assess environment readiness and confirm appropriate access for escalation functions

What you Bring

• Hands-on with endpoint management/automation tools: Ivanti, KACE, Microsoft Intune, JAMF
• Working knowledge of Microsoft Entra ID / Active Directory, MFA, and role-based access control
• Comfortable troubleshooting via system logs (Event Viewer, macOS Console) and monitoring tools
• Familiar with AWS-hosted resources and hybrid on-prem/cloud identity integration
• Clear communicator who documents well, writes user guides, and mentor’s junior staff; strong customer-service instincts under deadline pressure

Preferred Education: Bachelor’s degree in IT, computer science, or a related field is preferred but not required.

Preferred Certifications: CompTIA Security and Microsoft Certified: Endpoint Administrator Associate (or equivalent) are strongly preferred; also valued: ITIL Foundation, AWS Certified Cloud Practitioner (or higher-level AWS cert), AWS Certified SysOps Administrator – Associate

Experience Level: 3 years of IT help desk experience in a federal or similar enterprise environment preferred

Clearance: favorable background check & fingerprinting required

Compensation: $50,000-65,000 /year, commensurate with experience

Why Team CTI

For over 47 years, Cyber Technology Innovations (CTI) — has delivered mission-critical IT and R&D services across federal, civilian, and defense agencies, Join a team of industry experts in a fast-growing, evolving organization where your growth is earned on merit, not measured by your time in a seat.

What we offer:

• Career Growth — clear paths and mentoring on long-term federal programs; advancement is earned on merit, not tenure
• Health & Wellness — comprehensive medical, dental, and vision for you and your family
• Financial — competitive pay, 401(k) match, and performance recognition
• Community — a team culture built on service, integrity, and mission

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• What certifications do you posses?

Work Location: In person

Salary : $50,000 - $65,000