IT Help Desk Specialist

Job Description

Job Description

Nash Harbor Solutions (NHS) is seeking qualified and motivated IT Help Desk Specialists (Journeyman Computer Support Specialists) to support a Federal customer in Washington, DC. This position is contingent upon contract award and offers the opportunity to provide critical enterprise IT support services in a dynamic, mission-focused environment.

The selected candidate will play a key role in supporting end users across Windows, macOS, and mobile device environments while contributing to endpoint management, identity and access administration, cybersecurity compliance, and enterprise technology modernization initiatives. Successful candidates will possess strong technical troubleshooting skills, a customer-focused mindset, and the ability to thrive in a fast-paced Federal IT environment.

This position is expected to be primarily onsite in Washington, DC, with occasional support at alternate facilities in Virginia. If you are passionate about delivering exceptional technical support, solving complex IT challenges, and supporting mission-critical operations, we encourage you to apply and join our growing team of professionals dedicated to serving Federal customers.

Responsibilities

The IT Help Desk Specialist (Journeyman Computer Support Specialist) will perform the following duties:

1. Provide advanced technical support and troubleshooting services for agency personnel across Windows, macOS, and mobile device environments.
2. Inspect, image, configure, inventory, and deploy desktop computers, laptops, mobile devices, and related hardware in accordance with agency standards.
3. Install, configure, maintain, troubleshoot, and repair hardware, software, peripherals, operating systems, firmware, and security updates.
4. Register, configure, and support enterprise mobile devices using approved Mobile Device Management (MDM) platforms.
5. Deploy software packages and configuration baselines using endpoint management tools such as Ivanti, KACE, Microsoft Intune, JAMF, or equivalent technologies.
6. Execute system validation and verification testing to ensure devices meet security, imaging, and compliance requirements.
7. Diagnose and resolve complex hardware, software, authentication, identity management, network connectivity, and endpoint performance issues.
8. Administer Microsoft Entra ID (Azure AD) and Active Directory environments, including user account provisioning, group policy adjustments, and identity lifecycle management.
9. Support macOS administration, including device enrollment, configuration profiles, FileVault management, and enterprise authentication integration.
10. Provide Tier II technical support while assisting Tier I personnel through mentoring, technical guidance, escalation support, and development of standard operating procedures.
11. Create, update, and maintain technical documentation, knowledge base articles, user guides, and standard operating procedures.
12. Coordinate with Service Desk, Network Operations, Cloud Services, Engineering, and Cybersecurity teams to resolve technical issues and support enterprise operations.
13. Communicate effectively with end users regarding ticket status, issue resolution, and technical guidance while maintaining exceptional customer service.
14. Replace defective or obsolete hardware and software components and maintain accurate asset inventory records.
15. Analyze recurring technical issues and problem trends, identify root causes, recommend process improvements, and implement corrective actions.
16. Apply Zero Trust security principles and information assurance best practices when supporting endpoint devices, identity management, and customer systems.
17. Perform secure media sanitization and destruction using approved tools and maintain required documentation.
18. Support workstation refreshes, system migrations, hardware deployments, and data recovery activities.
19. Participate in patch management, vulnerability remediation, imaging improvements, endpoint automation, and configuration management initiatives.
20. Assist with incident response, outage resolution, emergency support, and other special IT projects as assigned by the Contracting Officer's Representative (COR).

Minimum Qualifications:

• Experience providing enterprise-level technical support for Windows and macOS operating systems.
• Experience deploying, configuring, imaging, and maintaining desktop computers, laptops, and mobile devices.
• Experience supporting endpoint management platforms such as Microsoft Intune, JAMF, Ivanti, KACE, or similar enterprise management solutions.
• Experience administering Microsoft Entra ID (Azure Active Directory), Active Directory, Multi-Factor Authentication (MFA), and Identity and Access Management (IAM).
• Experience troubleshooting authentication, connectivity, endpoint performance, and operating system issues.
• Working knowledge of cloud and hybrid environments, including AWS-hosted resources and identity integrations.
• Knowledge of Zero Trust architecture, endpoint security, patch management, configuration management, and automated deployment processes.
• Strong analytical, troubleshooting, and customer service skills.
• Excellent written and verbal communication skills with the ability to prepare technical documentation and mentor junior personnel.
• Ability to prioritize multiple tasks while delivering responsive, high-quality customer support in a fast-paced enterprise environment.

Preferred Certifications:

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate (or equivalent)
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner (or higher)
• ITIL Foundation Certification
• AWS Certified SysOps Administrator – Associate

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a closely related field

Security Requirements:

Contractor personnel must be U.S. citizens, lawful permanent residents, or H-1B visa holders who satisfy all contract eligibility requirements. Personnel must successfully complete an FBI fingerprint-based background investigation, comply with all CBO security requirements, complete required cybersecurity and security awareness training, and execute all required non-disclosure agreements prior to performing work.

Support Hours: Normal support hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Contractor personnel are expected to work approximately 40 hours per week. Occasional work outside normal business hours may be required to support system outages, emergencies, maintenance activities, or other mission requirements. All overtime must receive prior Government approval.

Place of Performance:

Primary work location: Congressional Budget Office (CBO), Ford House Office Building, 2nd and D Streets SW, Washington, DC

Occasional support may be required at designated CBO alternate facilities in Manassas, Virginia and Ashburn, Virginia.

Travel: No routine travel is anticipated.

Benefits: Medical, Dental, Vision, Flexible Spending Health & Dependent Care Plans, Transit & Parking Spending Plan, Paid Time Off, 401(k) Retirement Savings Plan with Company Match, Parental Leave, Free Life Insurance, Supplemental Life Insurance Plans, Employee Assistance Plan, Tuition Reimbursement, and Referral Bonuses.

Physical Demands:

While performing the duties of the job, the incumbent will be exposed to normal demands associated with an office environment. Ability to work on a computer for long periods, and communicate with individuals by telephone, email, and face to face. This position requires the incumbent to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee must be able to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.

Work Environment:

The noise level in the work environment is usually light to medium.

Company Overview: Nash Harbor Solutions (NHS) is an SBA-certified Alaska Native Corporation (ANC) 8(a) small business delivering innovative management consulting, enterprise IT, cybersecurity, engineering, acquisition, and mission support services to Federal civilian and Department of Defense customers. NHS combines deep technical expertise with proven program management capabilities to provide secure, scalable, and mission-focused solutions that enable modernization, operational excellence, and measurable results across complex Federal environments.

NHS is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Equal employment opportunities are provided in accordance with all applicable laws, including VEVRAA protections for covered veterans. NHS will not discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of others, consistent with applicable law. Nash Harbor Solutions is an E-Verify employer.

NHS maintains operations in Alexandria, Virginia, with its parent Alaska Native Corporation headquartered in Anchorage, Alaska, supporting Federal customers nationwide.