IT Help Desk Support Specialist

PRE-REQUISITES Must be a United States Citizen Must reside in the DMV Area (Washington DC, Maryland or Virginia) Bachelor's Degree Preferred Must have two of the following certifications listed: CompTIA Security+; Microsoft Certified; ITIL Foundation; Apple Certified IT Professional; Certified SysOps Administrator, an Endpoint Administrator Associate, AWS Certification or the equivalent of any. CORE RESPONSIBILITIES Provide timely technical support, advanced front-line troubleshooting, and guidance to agency staff. Deploy, image, configure, troubleshoot, and maintain Windows desktops, macOS systems, iOS/Android mobile devices, software, hardware, and peripherals. Use endpoint management and automation platforms such as Ivanti EPM, KACE, Microsoft Intune, and JAMF. Support identity and access management, including Microsoft Entra ID / Active Directory, MFA, role-based access controls, AWS-integrated identity services, and secure remote connectivity. Analyze Windows Event Viewer, macOS Console logs, monitoring outputs, and related diagnostics to resolve authentication, connectivity, and endpoint issues. Create, validate, and improve SOPs, knowledge base articles, user guides, automation scripts, and recurring-problem mitigation recommendations. Coordinate with Service Desk, Network Operations, Cloud Services, Cybersecurity, Tier III Engineering, and other internal teams. Support conference room technology, asset management, secure drive sanitization/destruction, hard drive cloning, workstation refreshes, data migration, and recovery operations. PERIODIC ENGINEERING TASKS Recommend and implement advanced remedial measures such as driver updates, policy changes, imaging corrections, and automated fixes where feasible. Support secure imaging strategies, patch management, vulnerability remediation, and Nessus-driven remediation priorities. Assist with outages, service disruptions, emergencies, and incident response activities. PERSONNEL REQUIREMENTS Enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and organizational security baselines. Experience with Ivanti, KACE, Microsoft Intune, JAMF, Entra ID/Active Directory, MFA, RBAC, AWS-hosted resources, AWS identity integrations, and hybrid cloud/on-prem environments. Strong understanding of advanced system administration, patch management, automated imaging, endpoint deployment workflows, Zero Trust principles, and secure credential handling. Clear communication, technical documentation ability, customer service focus, mentoring ability for Level I technicians, problem-solving skills, prioritization, and professionalism. PREFERRED CERTIFICATIONS & EDUCATION 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; Certified SysOps Administrator - Associate. Preferred education Bachelor's degree in Information Technology, Computer Science, or a closely related field. Security / Eligibility Personnel must be U.S. citizens, lawful permanent residents, or H1B workers who can meet all work eligibility and other criteria. Personnel must obtain favorable FBI criminal checks and be fingerprinted at U.S. Capitol Police headquarters before starting. Personnel may need CBO cybersecurity, computer access, and content management training and must maintain confidentiality of agency information. Location and Schedule Primary place of performance: Ford House Office Building, 2nd and D Streets SW, Washington, DC 20515. Occasional work may be directed at the Alternate Computing Facility in Manassas, VA or Equinix in Ashburn, VA. Normal hours: 8:30 AM to 5:00 PM, Monday-Friday; approximately 40 hours per week excluding federal holidays/agency closures. Occasional after-hours work may be required for outages or emergencies. Overtime must be pre-approved in writing. #J-18808-Ljbffr