IT Help Desk Specialist

Position Overview The Rehancement Group, Inc. (TRG) is seeking two experienced IT Help Desk Specialists to provide advanced Tier II desktop and endpoint support services for the Congressional Budget Office (CBO). This position supports a modern enterprise information technology environment by providing installation, configuration, deployment, troubleshooting, maintenance, and lifecycle support for desktop computers, laptops, mobile devices, operating systems, enterprise applications, and associated technologies. The selected candidates will work directly with end users and collaborate with Service Desk, Network Operations, Cloud Services, Engineering, and Cybersecurity teams to maintain secure, reliable, and high-performing endpoint computing environments. Location Onsite – Congressional Budget Office (CBO), Ford House Office Building, Washington, DC Hours of Operation 8:30 AM – 5:00 PM (ET), Monday through Friday Employment Type Full-Time, Contract Support Security Requirements Employment is contingent upon successfully satisfying all customer security, fingerprinting, suitability, and facility access requirements. Key Responsibilities Provide Tier II technical support for Windows, macOS, iOS, and Android devices. Install, configure, troubleshoot, repair, and maintain desktop computers, laptops, mobile devices, printers, peripherals, and conference room technology. Prepare, image, configure, inventory, deploy, and validate new workstation and mobile device deployments. Support Microsoft Entra ID, Active Directory, Group Policy, Multi-Factor Authentication (MFA), and user account administration. Administer and support Microsoft Intune, JAMF, Ivanti Endpoint Manager (EPM), KACE, and Mobile Device Management (MDM) solutions. Perform workstation imaging, operating system installations, hardware refreshes, software deployments, workstation cloning, and data migration activities. Troubleshoot hardware, software, authentication, endpoint performance, and connectivity issues using Windows Event Viewer, macOS Console, Microsoft Sentinel, VSOC monitoring platforms, Nessus, and other enterprise diagnostic tools. Support patch management, vulnerability remediation, endpoint security baselines, Zero Trust initiatives, Defense-in-Depth strategies, encryption technologies, and Data Loss Prevention (DLP) requirements. Perform secure media sanitization utilizing BitRaser or approved enterprise tools. Develop and maintain Standard Operating Procedures (SOPs), Knowledge Base articles, and technical documentation. Maintain accurate service records utilizing enterprise Help Desk ticketing systems to document, prioritize, track, elevate, and resolve customer support requests. Identify recurring technical issues and recommend process improvements and automation opportunities. Deliver professional, responsive customer service while supporting mission‑critical government operations. Required Qualifications Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical discipline. Minimum five (5) years of experience providing enterprise desktop support, Help Desk, endpoint administration, or systems support. Experience supporting Windows, macOS, iOS, and Android operating systems. Experience supporting Microsoft Entra ID, Active Directory, Group Policy, and Multi-Factor Authentication (MFA). Experience administering Microsoft Intune, JAMF, Ivanti Endpoint Manager (EPM), KACE, and Mobile Device Management (MDM) platforms. Experience with workstation imaging, operating system deployment, software installation, hardware refreshes, endpoint management, patch management, and vulnerability remediation. Experience utilizing Microsoft Sentinel, VSOC monitoring platforms, Nessus, Windows Event Viewer, macOS Console, BitRaser, and enterprise troubleshooting tools. Experience utilizing enterprise Help Desk ticketing systems to receive, document, prioritize, track, and resolve technical support requests. Strong analytical, troubleshooting, communication, and customer service skills. Ability to work independently and collaboratively in a fast‑paced government information technology environment. Preferred Qualifications CompTIA Security+ Microsoft Certified: Endpoint Administrator Associate Apple Certified IT Professional AWS Certified Cloud Practitioner (or higher) ITIL Foundation Experience supporting a federal civilian agency or other government enterprise IT environment. Security & Suitability Requirements Successfully complete an FBI criminal history check. Successfully complete fingerprinting conducted by the U.S. Capitol Police prior to beginning work. Obtain and maintain all required government credentials and facility access. Complete all required government cybersecurity, computer access, content management, and information security awareness training. Comply with all government information security, confidentiality, acceptable use, and records management policies throughout the period of performance. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dawn Newton, HR and Talent Acquisition Manager at View email address on click.appcast.io. #J-18808-Ljbffr