IT Help Desk Specialist

IT Help Desk Specialist

Digital Consultants is seeking an experienced IT Help Desk Specialist for a proposed contract supporting the Congressional Budget Office in Washington, DC. These fully on-site key personnel positions are contingent upon contract award. The specialists will provide advanced Tier II front-line support across Windows, macOS, iOS, and Android environments; deploy and maintain endpoint devices; resolve complex hardware, software, identity, connectivity, and security issues; and collaborate with Service Desk, Engineering, Network Operations, Cloud Services, and Cybersecurity teams. This is not a conventional entry-level help desk role; it combines customer support with endpoint administration, identity support, scripting and automation, vulnerability remediation, secure imaging, patching, configuration management, and periodic engineering tasks. The anticipated workload averages approximately 7-9 service tickets per day, or about 270 tickets per month, with volume fluctuating during upgrades and enterprise initiatives.

Duties to include:

• Inspect, image, configure, inventory, deploy, and validate Windows desktops, macOS systems, mobile devices, and peripherals for end users.
• Install, troubleshoot, repair, patch, and maintain approved hardware and software while complying with security baselines, Zero Trust, and Defense-in-Depth requirements.
• Administer and troubleshoot Microsoft Entra ID/Active Directory, MFA, role-based access, user provisioning, group policies, and identity lifecycle activities.
• Use endpoint management tools such as Microsoft Intune, JAMF, Ivanti EPM, KACE, or equivalent platforms to deploy software, enforce policies, automate configurations, and manage devices.
• Diagnose complex authentication, connectivity, endpoint performance, imaging, and configuration issues using Windows Event Viewer, macOS Console, system logs, and monitoring tools.
• Provide on-call office support, conference room technology assistance, and responsive customer service through the official ticketing system, email, telephone, and direct interaction.
• Mentor Tier I personnel, review escalations, enforce support best practices, and create or update SOPs, user guides, and knowledge base articles.
• Coordinate incident response, outage restoration, vulnerability remediation, and technical escalations with Service Desk, Network Operations, Cloud, Engineering, and Cybersecurity teams.
• Support patch management, Nessus-driven vulnerability remediation, secure imaging, workstation refreshes, cloning, data migration, and recovery activities.
• Maintain accurate asset and ticket records; replace defective equipment; perform secure drive sanitization or destruction using BitRaser or approved tools; and retain required certificates and documentation.
• Identify recurring problem trends, conduct root-cause analysis, recommend corrective actions, and automate repeatable solutions where feasible.
• Protect CBO information and systems, comply with confidentiality and records-handling requirements, and immediately report suspected unauthorized access, disclosure, or loss.

Requirements

• Clearance: No security clearance is specified. Candidates must be U.S. citizens, lawful permanent residents, or H-1B workers who otherwise satisfy all work-eligibility and access requirements. Before starting work, each candidate must receive favorable results from an FBI criminal history check and complete fingerprinting at U.S. Capitol Police headquarters in Washington, DC. Additional CBO cybersecurity, computer-access, confidentiality, and content-management training may also be required.
• Preferred Certifications (not required): CompTIA Security+, Microsoft Certified: Endpoint Administrator Associate (or equivalent), Apple Certified IT Professional, AWS Certified Cloud Practitioner or higher, ITIL Foundation or equivalent, and/or AWS Certified SysOps Administrator - Associate.
• Preferred Education (not required): Bachelor's degree in Information Technology, Computer Science, or a closely related field.
• Experience: Minimum of five (5) years of progressively responsible experience providing enterprise IT support, including at least three (3) years performing Tier II desktop, endpoint, or computer support in a mixed Windows and macOS environment. Experience should include endpoint deployment and management, identity and access troubleshooting, mobile-device support, patching, imaging, security compliance, and coordination with network, cloud, and cybersecurity teams.
• Experience with imaging, deployment, configuration management, and security baselines
• Experience using Ivanti, KACE, Microsoft Intune, JAMF, or similar endpoint management tools
• Experience deploying software, managing devices, enforcing policies, and automating routine tasks
• Experience supporting AWS-hosted resources, identity services, and hybrid infrastructure integrations
• Strong understanding of advanced system administration and patch management
• Strong understanding of baseline configuration and automated imaging processes
• Strong understanding of Zero Trust security principles and organizational security/compliance standards
• Ability to support macOS and Windows systems in an enterprise environment
• Ability to manage and troubleshoot Microsoft Entra ID / Active Directory and MFA/role-based access controls
• Ability to diagnose authentication, connectivity, and endpoint performance issues and analyze system logs (Windows Event Viewer, macOS Console)
• Experience with vulnerability remediation and coordinating fixes based on Nessus scan results
• Experience with secure drive sanitization/destruction tools (e.g., BitRaser) and encryption technologies (FileVault)
• Excellent customer service, problem-solving skills, and ability to document technical procedures and create user guides
• Ability to mentor Level I technicians and coordinate with Service Desk, Network Operations, and Cybersecurity teams
• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation, be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion (e.g., moving a case of paper or similar task) that may occur occasionally.

Compensation and Benefits: The anticipated salary range for each position is $85,000 - $90,000 annually, depending on qualifications, experience, certifications, and contract funding. The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, veteran status or any other protected characteristic.

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