IT Help Desk Support Specialist

Position Summary

The Computer Support Specialist delivers advanced technical resolution and structural support across organization infrastructures. The role centers on resolving intricate hardware and software anomalies, managing core help desk systems, and fostering technical growth within the internal team. Ensures operational continuity through routine office assistance and multimedia workspace readiness, stepping into dedicated project deployments as business requirements dictate. 

Individual must be able to attain and maintain a valid US Government Public Trust security clearance to be retained in the position.

Duties & Responsibilities

• Administer and support enterprise-level macOS and Windows operating systems seamlessly.
• Utilize Ivanti, KACE, Microsoft Intune, and JAMF for centralized device control.
• Deploy software packages, manage configurations, and automate routine operational tasks.
• Oversee device imaging, automated provisioning processes, and modern deployment workflows. 
• Manage and troubleshoot Microsoft Entra ID, Active Directory, and role-based access.
• Administer multi-factor authentication (MFA) protocols to safeguard organizational access.
• Maintain and support AWS-integrated identity solutions across cloud and hybrid environments.
• Manage and troubleshoot Microsoft Entra ID, Active Directory, and role-based access.
• Administer multi-factor authentication (MFA) protocols to safeguard organizational access.
• Maintain and support AWS-integrated identity solutions across cloud and hybrid environments.
• Lead incident response activities by bridging communication gaps between operational units.
• Partner with Service Desk, Network Operations, and Cybersecurity teams.
• Drive timely technical investigation, structural escalation, and root-cause remediation.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

• Bachelor’s degree in information technology, Computer Science, or a closely related field
• Minimum of 3-6 years' experience in IT help desk Tier 1 & Tier II 
• CompTIA Security  
• Microsoft Certified: Endpoint Administrator Associate (or equivalent) 
• Apple Certified IT Professional - Required
• AWS Certified Cloud Practitioner (or higher-level AWS certification) 
• ITIL Foundation or equivalent certification in service management 
• Certified SysOps Administrator – Associate 
• SECURITY CLEARANCE REQUIREMENTS: Public Trust
• Required to be US Citizens and have security clearances in accordance with security requirements.

Skill & Certification Requirements

• CompTIA Security or equivalent baseline security certification.
• ITIL Foundation or equivalent certification in framework-driven service delivery.
• Microsoft Certified: Endpoint Administrator Associate and Apple Certified IT Professional.
• AWS Certified Cloud Practitioner or AWS Certified SysOps Administrator – Associate.
• Superior technical diagnostics, troubleshooting logic, and log analysis capabilities.
• Exceptional interpersonal delivery, user empathy, and communication under pressure.
• Ability to organize critical tasks, shift focus rapidly and meet tight operational deadlines.
• Maintaining high responsiveness and calm execution during high-severity system incidents.
• Enterprise-level administration, configuration, and structural support for both macOS and Windows operating systems.
• Advanced execution of device imaging, modern automated provisioning, and centralized configuration management.
• Strict alignment of system configurations with organizational security policies and Zero Trust architecture.
• Hands-on capability managing AWS-hosted cloud resources and hybrid identity integration frameworks Off hour/off shift work expected (evenings, nights, weekends, holidays)
• Extensive Travel (25%) may be required
• Other administrative or technical assignments as directed by team. 
• Microsoft Office products
• Must have ability to effectively communicate with management and peer
• Ability to troubleshoot network incidences and provide a resolution report 
• Ability to interact with all team members in a mentoring role, this includes assistance in troubleshooting, and 
• Must possess excellent written and verbal communication skills
• Position requires sitting, for long periods of time. (Sedentary Work)
• Most duties require extended use of a keyboard and computer monitor
• Extended Telephone Use
• May require lifting of 20-50 lbs
• This position is considered to be contingent upon award.
• LCI is an Equal Opportunity Employer Veteran/Disabled