IT Help Desk Specialist

Job Details: Job Location: IT Helpdesk - CBO - Washington DC, DC, Position Type: Full Time, Education Level: 4 Year Degree, Salary Range: $38.00 - $40.00Hourly, Job Shift: Day, Bestica is hiring for an IT Helpdesk Specialist to support Congressional Budget Office (CBO) in Washington, DC.

Position Overview: 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.

Qualifications: Required 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 10/11
• macOS
• Desktop and laptop hardware
• Microsoft Office and enterprise applications
• Experience with:
• Microsoft Active Directory
• Microsoft Entra ID (Azure AD)
• User account administration
• Password resets
• Multi-Factor Authentication (MFA)
• Group Policy
• Experience supporting:
• iPhone
• iPad
• Android devices
• Experience with enterprise endpoint management tools such as:
• Microsoft Intune
• JAMF
• Ivanti
• KACE
• SCCM or equivalent
• Experience performing:
• Desktop imaging
• Software deployment
• Patch management
• Hardware deployment
• Driver installation
• Endpoint troubleshooting
• Excellent troubleshooting and analytical skills.

Preferred Certifications (One or more of the following)

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner
• AWS Certified SysOps Administrator – Associate
• ITIL Foundation

Preferred Qualifications (Experience with one or more of the following)

• Microsoft Intune Administration
• JAMF Administration
• Apple Enterprise Device Management
• AWS Cloud support
• PowerShell scripting
• Endpoint automation
• Imaging automation
• Hardware asset management
• Asset inventory systems
• Conference room technology support
• Zero Trust architecture
• Endpoint security
• FileVault
• Vulnerability remediation
• Secure media destruction

Key Responsibilities

• Provide 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.