Journeyman IT Help Desk Specialist

Position: Journeyman IT Help Desk Specialist Location: Washington, DC Position Summary BIT, LLC is seeking a Journeyman IT Help Desk Specialist to provide advanced Tier II front-line technical support to client staff (~275 employees). This role delivers hands‑on deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices, and serves as a technical escalation point above Tier I support. The estimated workload is approximately 7–9 service tickets per day (~270/month), generally moderate in complexity with periodic advanced troubleshooting. Key Responsibilities Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with onboarding documentation, security baselines, and division‑specific requirements Install, configure, troubleshoot, and maintain employee hardware, software, and peripherals across Windows and macOS environments, including patches, firmware updates, and Zero Trust / Defense‑in‑Depth security configurations Register and manage mobile devices (iOS, Android) within enterprise MDM platforms; support end users with authentication, MFA, and secure remote connectivity Administer endpoint management and automation tooling — Ivanti EPM, KACE, JAMF, and Microsoft Intune — to deploy software and enforce configuration policy Administer Microsoft Entra ID / Active Directory: user account provisioning, group policy adjustments, and identity lifecycle management Diagnose and resolve complex issues — MFA failures, identity anomalies, network connectivity problems, endpoint irregularities — using independent judgment to identify root cause Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop evidence‑based, recurring‑issue prevention solutions Mentor and support Tier I personnel: enforce best practices, validate SOPs, review escalations Coordinate with Service Desk, Network Operations, Cloud Services, and Cybersecurity teams to ensure timely, consistent issue resolution Maintain clear, timely communication on ticket status and resolution via the official tracking system Replace defective/obsolete hardware and software; maintain accurate asset records Perform secure drive sanitization and destruction (e.g., BitRaser) with required certificates of destruction Support patch management and vulnerability remediation cycles, prioritizing findings from vulnerability scanning tools (e.g., Nessus) Participate in incident response and outage/emergency support as needed Required Knowledge, Skills & Abilities Enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, and configuration management Direct experience with endpoint management platforms: Ivanti, KACE, Microsoft Intune, and JAMF Identity and access management: Microsoft Entra ID / Active Directory, MFA, role‑based access controls, AWS‑integrated identity Ability to diagnose authentication, connectivity, and endpoint performance issues via system logs and diagnostic tools Ability to coordinate cross‑team incident response with Service Desk, NetOps, and Cybersecurity Strong understanding of patch management, baseline configuration, and automated imaging workflows Familiarity with cloud/hybrid environment management, including AWS‑hosted resources and on‑prem/cloud identity integration Working knowledge of Zero Trust security principles Strong written and verbal communication; ability to document procedures, build user guides, and mentor junior technicians Excellent customer service and problem‑solving skills; ability to prioritize under deadline pressure Preferred Certifications 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 service management certification) Certified SysOps Administrator – Associate Preferred Education Bachelor's degree in Information Technology, Computer Science, or a closely related field. Security & Suitability Requirements Must be a U.S. Citizen, Lawful Permanent Resident, or H-1B visa holder (if otherwise eligible for the role, including work authorization) Must obtain a favorable FBI criminal history check and complete fingerprinting at U.S. Capitol Police headquarters, Washington, DC, prior to start Must complete CBO IT Security Awareness training prior to start and annually thereafter Must maintain strict confidentiality of all CBO information (financial, personnel, and proprietary data) per contract security requirements Must visibly wear contractor identification badge at all times while on the Congressional campus #J-18808-Ljbffr Bailey Information Technology Consultants, LLC