IT Help Desk Specialist

IT Help Desk SpecialistIT Helpdesk - CBO - Washington DC, DC 20515OverviewSalary Range $38.00 - $40.00 Hourly Position Type Full Time Education Level 4 Year DegreeDescriptionBestica is hiring for an IT Helpdesk Specialist to support Congressional Budget Office (CBO) in Washington, DC.Seeking experienced Tier II IT Help Desk Specialists to provide enterprise-level technical support in a fast-paced federal environment. The ideal candidate will possess strong experience supporting Windows and macOS workstations, mobile devices, enterprise endpoint management solutions, identity management platforms, and end-user support. This role requires excellent troubleshooting skills, outstanding customer service, and the ability to support a modern enterprise IT environment while maintaining high service standards.Ideal Candidate: someone with hands-on experience in both Windows and Apple enterprise environments, along with Microsoft Intune, JAMF, Active Directory, and Microsoft Entra ID.QualificationsRequired Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent experience).Experience providing Tier II Help Desk or Desktop Support in an enterprise environment.Strong experience supporting:Windows 10/11macOSDesktop and laptop hardwareMicrosoft Office and enterprise applicationsExperience with:Microsoft Active DirectoryMicrosoft Entra ID (Azure AD)User account administrationPassword resetsMulti-Factor Authentication (MFA)Group PolicyExperience supporting:iPhoneiPadAndroid devicesExperience with enterprise endpoint management tools such as:Microsoft IntuneJAMFIvantiKACESCCM or equivalentExperience performing:Desktop imagingSoftware deploymentPatch managementHardware deploymentDriver installationEndpoint troubleshootingExcellent troubleshooting and analytical skills.Preferred Certifications (One or more of the following):CompTIA Security+Microsoft Certified: Endpoint Administrator AssociateApple Certified IT ProfessionalAWS Certified Cloud PractitionerAWS Certified SysOps Administrator – AssociateITIL FoundationPreferred Qualifications (Experience with one or more of the following):Microsoft Intune AdministrationJAMF AdministrationApple Enterprise Device ManagementAWS Cloud supportPowerShell scriptingEndpoint automationImaging automationHardware asset managementAsset inventory systemsConference room technology supportZero Trust architectureEndpoint securityFileVaultVulnerability remediationSecure media destructionKey ResponsibilitiesProvide Tier II technical support for enterprise users via walk-up, remote, phone, and ticketing systems.Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.Support Windows 10/11 desktops and laptops, macOS devices, iPhones, iPads, and Android devices.Install, configure, image, deploy, and maintain desktop and laptop systems.Perform hardware installations, upgrades, replacements, and lifecycle management.Administer user accounts, security groups, password resets, and access requests using Microsoft Active Directory and Microsoft Entra ID (Azure AD).Enroll, configure, manage, and troubleshoot enterprise mobile devices.Utilize Microsoft Intune, JAMF, or equivalent endpoint management solutions for device administration and compliance.Deploy software updates, operating system patches, drivers, and security updates.Diagnose authentication issues, MFA problems, endpoint performance issues, and software conflicts.Maintain accurate incident records and update ticketing systems with troubleshooting activities and resolutions.Create and maintain Standard Operating Procedures (SOPs), knowledge base articles, technical documentation, and user guides.Support endpoint security initiatives including patch management, encryption, vulnerability remediation, and Zero Trust security practices.Assist with conference room technology, audiovisual equipment, and end-user collaboration tools.Provide exceptional customer service while supporting executive and general user populations.Train end users on hardware, software, and enterprise IT services.Mentor junior technicians when required.