IT Help Desk Specialist

Title: IT Help Desk Specialist
Location: Washington, DC
Schedule: Full-time, onsite Monday-Friday
Salary: $108,000 - $125,000

We are seeking an experienced IT Help Desk Specialist to support the Congressional Budget Office (CBO) in Washington, DC. Your scope of work will include supporting CBO's IT service environment through user support, endpoint operations, access support, technology coordination, and routine service improvements that help agency staff work securely and efficiently.

This is a full-time opportunity in which we'll provide competitive pay, job stability, and security.

Apply today!

RESPONSIBILITIES
Support Help Desk & User Support

• Manage help desk requests through CBO's ticketing system from intake through resolution
• Support a moderate ticket workload with occasional advanced troubleshooting needs
• Provide timely technical support to CBO staff for hardware, software, and endpoint issues
• Troubleshoot mobile device, authentication, connectivity, and secure access issues
• Guide users on equipment, collaboration tools, cloud services, and self-service resources
• Deliver clear ticket updates, resolution notes, and user communications through approved channels
• Respond to assigned daily office technology support needs
• Assist with conference room technology support and related user assistance

Device Deployment & Endpoint Support

• Prepare computer equipment for deployment using onboarding and division-specific requirements
• Image, configure, deploy, validate, and inventory Windows desktops for end users
• Configure, deploy, validate, and inventory macOS systems for end users
• Validate deployed devices against approved security baselines and inventory records
• Install, troubleshoot, maintain, upgrade, and patch employee hardware and software
• Maintain peripheral components, firmware updates, and approved security configurations
• Register and configure iOS and Android devices in enterprise MDM platforms
• Load and verify software packages through approved imaging and patching tools
• Check configuration baselines through Ivanti EPM, KACE, or equivalent tools
• Support workstation deployments, refreshes, data migrations, and recovery operations

System Administration & Troubleshooting

• Diagnose MFA failures, identity anomalies, endpoint irregularities, and access issues
• Resolve network connectivity problems and endpoint performance issues using sound judgment
• Analyze Windows Event Viewer data to identify errors, patterns, and corrective actions
• Review macOS Console diagnostics, system logs, and monitoring data to resolve issues
• Monitor log output to validate image integrity, patch levels, and security compliance
• Administer Microsoft Entra ID / Active Directory environments with IAM governance
• Support user account provisioning, group policy adjustments, and identity lifecycle management
• Manage macOS and iOS enrollment, configuration profiles, FileVault, and authentication integration
• Apply JAMF and Microsoft Intune for endpoint automation and configuration management
• Use approved endpoint tools to support automation, policy enforcement, and device management

Security & Asset Support

• Validate image integrity, patch levels, endpoint security policies, and approved configurations
• Apply information security and information assurance principles in customer support activities
• Support encryption, data loss prevention, and secure credential handling during support work
• Assist with patch management and vulnerability remediation cycles across supported endpoints
• Coordinate remediation of critical and high-severity findings based on Nessus scan results
• Replace defective or obsolete components and document hardware, software, and asset changes
• Perform secure drive sanitization and destruction using BitRaser or other approved tools
• Maintain required documentation and certificates for secure drive destruction activities

Documentation & Team Coordination

• Create SOPs, knowledge base articles, user guides, technical procedures, and automation scripts
• Document technical procedures in a clear format for users and internal support teams
• Support Tier I personnel by promoting best practices, reviewing escalations, and resolving issues
• Coordinate with Service Desk and Network Operations teams on support and escalation needs
• Partner with Cloud Services, Engineering, Development, and Cybersecurity teams as needed
• Identify recurring problem trends and recommend practical mitigation strategies
• Recommend remedial actions such as driver updates, policy changes, or imaging corrections
• Assist with outages, service disruptions, emergencies, and incident response activities

REQUIRED BACKGROUND

• Experience with imaging, deployment, configuration management, and security baselines
• Experience using Ivanti, KACE, Microsoft Intune, JAMF, or similar endpoint 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 cloud and hybrid environment management
• Strong understanding of Zero Trust security principles
• Knowledge of organizational security, compliance, and configuration standards
• Excellent customer service and problem-solving skills

REQUIRED CAPABILITIES

• Must be able to support macOS and Windows systems in an enterprise environment
• Ability to manage and troubleshoot Microsoft Entra ID / Active Directory services
• Ability to support MFA, role-based access controls, and AWS-integrated identity solutions
• Ability to diagnose authentication, connectivity, and endpoint performance issues
• Ability to analyze system logs, Windows Event Viewer data, and macOS Console diagnostics
• Ability to coordinate with Service Desk, Network Operations, and Cybersecurity teams
• Ability to support timely investigation, escalation, and remediation of technical issues
• Ability to troubleshoot and improve endpoint deployment workflows
• Ability to ensure endpoint, user, and network interactions follow security standards
• Ability to communicate clearly and effectively with users and technical teams
• Ability to document technical procedures and create user-friendly guides
• Ability to mentor Level I technicians and strengthen Service Desk capability
• Ability to prioritize tasks, meet tight deadlines, and remain professional and responsive

LOCATION

• Washington, DC 20515

TRAVEL

• Travel may be required

WORK HOURS

• Monday-Friday, 40 hours per week

TELEWORK

• N/A

CLEARANCE

• U.S. citizenship required as it supports the U.S. federal government

CLIENT

• Congressional Budget Office (CBO)

EMPLOYMENT CLASSIFICATION

• Employment Classification Eligibility - Exempt

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KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.

Other Considerations. Applicants will be subject to a background investigation. Individual's primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.