Information Systems Specialist

Information Systems SpecialistEmployment Type: Contract Through the end of the year - (6 months, high likelihood of 12-month extension) Location Details: Washington DC (5 days per week onsite) Citizenship required: YesOnsite Availability (must be able to work onsite at DC Metro campus)Position RequirementsThe Board's Division of Information Technology is seeking an experienced Senior Enterprise Mobility Engineer to join our Tier 2/3 Endpoint Engineering and Operations team. This role requires strong technical expertise in Enterprise Endpoint Management solutions, including Microsoft Intune, Jamf Pro, and Apple Business Manager, with the ability to engage across multiple platforms to solve complex technology challenges.Primary ResponsibilitiesProvide tier 2/3 escalation support for complex MDM/MAM incidents and service requestsTroubleshoot and resolve critical mobile device issues including enrollment failures, policy conflicts, VPN connectivity, and certificate authentication problemsMaintain 95%+ SLA compliance for tier 2/3 tickets (typical volume: 15-25 incidents/week)Deploy and maintain configuration profiles, compliance policies, and conditional access rules across iOS, iPadOS, macOS, and Windows platformsSupport Microsoft 365 mobile app ecosystem (Outlook, Teams, OneDrive, SharePoint)Perform root cause analysis for recurring endpoint issues and implement permanent fixesPlatform Engineering & AutomationDevelop PowerShell and Python scripts to automate endpoint provisioning, compliance reporting, and remediation workflowsDesign and implement security policies aligned with Client information security standardsConfigure and maintain Jamf Pro infrastructure for macOS fleet managementCollaborate with application developers on Microsoft Intune App SDK integration for custom line-of-business appsTest and validate iOS/iPadOS/macOS updates before enterprise deploymentOptimize MDM platform performance and reduce administrative overheadDocumentation & CollaborationCreate and maintain technical documentation including runbooks, standard operating procedures (SOPs), and knowledge base articles in ServiceNowPartner with Information Security team on mobile security policy implementation and audit complianceParticipate in Change Advisory Board (CAB) reviews for endpoint platform changesConduct knowledge transfer sessions with tier 1/2 support staffDocument lessons learned and contribute to continual service improvement initiativesParticipate in mobile technology projects including platform migrations and new device rolloutsRequired QualificationsExperience:Overall IT Experience: 7+ years in enterprise IT environmentMDM/MAM Solutions: 3+ years administering Microsoft Intune, Jamf Pro, or similar (Intune experience strongly preferred)iOS/iPadOS Support: 3+ years deploying and supporting iOS/iPadOS in enterprise environments (1,000+ device scale)ITSM Platforms: 3+ years using ServiceNow, JIRA Service Management, or similar ticketing systemsMicrosoft 365: Experience supporting Microsoft 365 suite (Exchange Online, Teams, OneDrive, SharePoint)Core Technical Skills:Mobile Device Management:Deep expertise in Microsoft Intune (device enrollment, configuration profiles, app deployment, compliance policies)Experience with Apple Business ManagerUnderstanding of Mobile Application Management (MAM) vs Mobile Device Management (MDM) strategiesCertificate-based authentication and Public Key Infrastructure (PKI) conceptsScripting & Automation:Proficiency in PowerShell (preferred) or Python for automation and reportingAbility to write, debug, and maintain scripts for endpoint management tasksExperience with Git/GitLab for version controlTroubleshooting & Diagnostics:Strong network troubleshooting skills (TCP/IP, DNS, DHCP, VPN, Wi-Fi)Experience diagnosing VPN connectivity issues (Cisco AnyConnect, Global Protect, or similar)Ability to capture and analyze logs (Intune, Jamf, Apple Configurator, Fiddler/Charles Proxy)ITSM & ITIL:Experience managing incidents, problems, and changes in ServiceNowUnderstanding of ITIL service management framework (Incident, Problem, Change Management)Ability to document technical issues clearly and conciselyMicrosoft Productivity Suite:Proficiency with Microsoft Project, Visio, Excel, PowerPoint, SharePoint, TeamsExperience creating technical diagrams and process flowsImportant Technical Skills:Mobile App Management:Understanding of mobile app wrapping and SDK integration processesExperience working with developers to implement Intune App Protection PoliciesConditional Access & Zero Trust:Experience implementing conditional access policies based on device compliance, location, and riskUnderstanding of Zero Trust security principlesWindows Endpoint Management:Experience with Windows Autopilot and Intune device management for Windows 10/11Jamf Pro Administration:Experience managing macOS devices via Jamf ProKnowledge of Jamf Self Service, patch management, and smart groupsPreferred QualificationsBachelor's degree in Information Systems, Computer Science or related fieldCertifications: Microsoft Certified: Endpoint Administrator Associate (MD-102)Jamf Certified Associate or Jamf Certified TechCompTIA A+, Network+, or Security+ITIL Foundation v4Apple Certified Support Professional (ACSP)Previous Federal/Financial Services Experience: Understanding of regulated environments and compliance requirements