Help Desk Technician

IT Help Desk Technician II (2 Openings)

Location: Washington, DC (100% Onsite)
Employment Type: Full-Time, Multi-Year Federal Contract

A Federal Government client is seeking two experienced IT Help Desk Technicians to support a multi-year onsite contract in Washington, DC. This role provides advanced desktop and endpoint support for enterprise Windows, macOS, and mobile environments while working closely with Service Desk, Engineering, Network Operations, and Cybersecurity teams.

This is an excellent opportunity for experienced IT professionals who thrive in enterprise environments, enjoy solving complex technical issues, and are passionate about delivering exceptional customer support.

Position Overview

The Help Desk Technician II serves as an advanced technical support specialist responsible for delivering timely, high-quality IT support to agency personnel. The role includes deployment, configuration, troubleshooting, maintenance, and repair of desktop systems, laptops, mobile devices, software, and peripheral equipment while supporting a modern endpoint management environment.

In addition to daily support responsibilities, technicians will contribute to endpoint modernization efforts, develop standard operating procedures (SOPs), create knowledge base documentation, assist with automation initiatives, and participate in technology projects.

Technicians will also provide daily onsite office support, conference room technology support, and occasional on-call assistance.

Key Responsibilities

Daily Operations

• Prepare, image, configure, and deploy Windows desktops, macOS computers, and mobile devices.
• Install, configure, troubleshoot, maintain, and repair hardware, software, and peripheral devices.
• Perform operating system upgrades, firmware updates, software installations, and security patching.
• Register and manage iOS and Android devices within enterprise Mobile Device Management (MDM) platforms.
• Support Microsoft Intune, JAMF, Ivanti, KACE, or equivalent endpoint management solutions.
• Troubleshoot advanced desktop, authentication, identity, network connectivity, and endpoint issues.
• Analyze Windows Event Viewer logs and macOS Console logs to identify and resolve recurring problems.
• Administer Microsoft Entra ID (Azure AD) and Active Directory user accounts, permissions, and group policies.
• Support macOS administration including FileVault, configuration profiles, enrollment, and enterprise authentication.
• Assist users with MFA, secure remote access, collaboration tools, cloud applications, and endpoint technologies.
• Replace defective hardware and maintain accurate asset inventory documentation.
• Perform secure drive sanitization using approved enterprise tools.
• Maintain detailed ticket documentation and communicate status updates throughout the support lifecycle.
• Provide conference room technology support and daily onsite technical assistance.

Collaboration & Process Improvement

• Partner with Service Desk, Engineering, Network Operations, Cloud Services, and Cybersecurity teams.
• Mentor Tier I support personnel and assist with complex escalations.
• Develop and maintain Standard Operating Procedures (SOPs) and Knowledge Base articles.
• Identify recurring issues and recommend process improvements.
• Support endpoint automation and configuration management initiatives.
• Participate in infrastructure and endpoint modernization projects as assigned.

Required Qualifications

• Experience supporting enterprise Windows and macOS environments.
• Experience imaging, deploying, configuring, and managing enterprise endpoints.
• Hands-on experience with endpoint management platforms including:
  • Microsoft Intune
  • JAMF
  • Ivanti
  • KACE
  • or equivalent enterprise solutions
• Experience administering Microsoft Entra ID (Azure Active Directory) and Active Directory.
• Strong understanding of Multi-Factor Authentication (MFA), identity management, and Role-Based Access Control (RBAC).
• Experience troubleshooting authentication, endpoint performance, and network connectivity issues.
• Ability to analyze Windows Event Viewer, macOS Console logs, and other diagnostic tools.
• Knowledge of patch management, automated imaging, endpoint deployment, and configuration management.
• Experience supporting cloud and hybrid environments, including AWS-integrated identity solutions.
• Understanding of Zero Trust security principles and enterprise endpoint security best practices.
• Strong customer service, communication, documentation, and problem-solving skills.
• Ability to work effectively in a collaborative enterprise IT environment.

Preferred Certifications

One or more of the following certifications is preferred:

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

Preferred Education

Bachelor's degree in Information Technology, Computer Science, or a related technical field.

What We're Looking For

The ideal candidate is a motivated IT professional with strong enterprise desktop support experience who enjoys solving complex technical challenges, supporting end users, and working collaboratively across multiple IT disciplines. Candidates should possess excellent troubleshooting skills, strong communication abilities, and a commitment to delivering outstanding customer service in a secure enterprise environment.

The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women's Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.