IT Help Desk Specialist

Position Title IT Help Desk Specialist Position Type Full-Time, Hybrid Position Location Washington, D.C. Tracking Code 01159 Daily Responsibilities Provide advanced front-line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies, including imaging, configuring, deploying, maintaining, and replacing Windows, macOS, and mobile devices. Install, configure, troubleshoot, and perform complex repairs to employee hardware and software systems. Provide technical assistance and guidance to staff. Support the Agency in maintaining and modernizing its endpoint management environment across macOS, Windows, and mobile platforms. Promote operational excellence through the development of standard operating procedures, knowledge base articles, and automation scripts. Work collaboratively with the Agency’s existing Service Desk personnel and coordinate with internal Tier III Engineering, Network Operations, and Cybersecurity teams to ensure consistent, high-quality service delivery. Manage requests through the help desk ticketing system, troubleshooting the most sophisticated hardware and software issues (including authentication, identity, network, and endpoint issues). Provide on-call daily office support and assist with conference room technology support. Support and administer Entra ID/Active Directory, MDM platforms, patch management processes, endpoint security controls, asset management activities, and secure media sanitization procedures. Periodically perform the project and engineering tasks, including automated and standardized imaging solutions, root-cause corrections, patching and vulnerability remediation, coordinating with technical teams to validate readiness and administrative access, and assisting with outage response, service restoration, and incident management activities. Years of Experience Relevant experience providing enterprise IT support and endpoint administration. Degreeand Certifications Bachelor’s degree in information technology, Computer Science, or a closely related field is preferred. Preferred certifications: CompTIA Security+ Microsoft Certified: Endpoint Administrator Associate (or equivalent) Apple Certified IT Professional AWS Certified Cloud Practitioner (or higher-level AWS certification) ITIL Foundation or equivalent certification in service management Certified SysOps Administrator – Associate Required: Experience Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines. Experienceutilizingand supporting endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies, and streamline routine tasks. The ability to manage and troubleshoot identity and access management services, including Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions. The ability to diagnose and resolve authentication, connectivity, and endpoint performance issuesby analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant monitoring tools. The ability to coordinate cross-team incident response activities by working closely with the Service Desk, Network Operations, and Cybersecurity teams to ensure timelyinvestigation, escalation, and remediation of technical issues. A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows. A strong understanding of cloud and hybrid environment management, with specific experience supporting AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructures. A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization’s security, compliance, and configuration standards. Clear and effective communication, including the ability to document technical procedures, create user-friendly guides, and mentor Level I technicians to enhance overall Service Desk capability. Must have excellent customer service and problem-solving skills and the ability to prioritize tasks to meet tight deadlines whilemaintainingprofessionalism and responsiveness. Required: Clearance Must be U.S. citizens, or lawful permanent residents or H1Bsif able to meet all other criteria, including work eligibility. Shall obtain favorable FBI criminal checks and be fingerprinted at the U.S. Capitol Police headquarters in Washington, DC prior to starting work under the contract. #J-18808-Ljbffr