IT Help Desk Specialist

Daily Responsibilities:

• Provide advanced front-line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies, including imaging, configuring, deploying, maintaining, and replacing Windows, macOS, and mobile devices.
• Install, configure, troubleshoot, and perform complex repairs to employee hardware and software systems.
• Provide technical assistance and guidance to staff.
• Support the Agency in maintaining and modernizing its endpoint management environment across macOS, Windows, and mobile platforms.
• Promote operational excellence through the development of standard operating procedures, knowledge base articles, and automation scripts.
• Work collaboratively with the Agency’s existing Service Desk personnel and coordinate with internal Tier III Engineering, Network Operations, and Cybersecurity teams to ensure consistent, high-quality service delivery.
• Manage requests through the help desk ticketing system, troubleshooting the most sophisticated hardware and software issues (including authentication, identity, network, and endpoint issues).
• Provide on-call daily office support and assist with conference room technology support.
• Support and administer Entra ID/Active Directory, MDM platforms, patch management processes, endpoint security controls, asset management activities, and secure media sanitization procedures.
• Periodically perform the project and engineering tasks, including automated and standardized imaging solutions, root-cause corrections, patching and vulnerability remediation, coordinating with technical teams to validate readiness and administrative access, and assisting with outage response, service restoration, and incident management activities.

Required Experience:

• Relevant experience providing enterprise IT support and endpoint administration.
• 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.

Required Degree:

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

Preferred Certification:

• 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

Required Clearance:

• Must be U.S. citizens, or lawful permanent residents or H1Bs if able to meet all other criteria, including work eligibility.
• Shall obtain favorable FBI criminal checks and be fingerprinted at the U.S. Capitol Police headquarters in Washington, DC prior to starting work under the contract.