Information Technology Help Desk Specialists T0 - T3 Security Clearance

Position: Information Technology Help Desk Specialists T0 - T3 with Security Clearance
IT Help Desk Specialist Tier0-Tier3s Needed General Background James Scott LLC is actively seeking Information Technology (IT) Help Desk professionals to support one of its top tier clients and federal customers in Washington D.C. This is a tremendous opportunity for IT Professionals with unlimited professional growth and development, fast-paced advancement. Unlimited career opportunity T0-T3 IT Professionals! Objectives Hired employees shall serve as help desk specialists responsible for the timely delivery of technical support services to agency staff.

They will provide advanced front-line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices; install, configure, troubleshoot, and perform complex repairs to employee hardware and software systems; and provide technical assistance and guidance to staff. The Contractor employees shall support the Agency in maintaining and modernizing its endpoint management environment across macOS, Windows, and mobile platforms, while promoting operational excellence through the development of standard operating procedures, knowledge base articles, and automation scripts.

The Contractor employees shall 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. Scope of Work for IT Help Desk Support The Contractor employees shall provide direct support by managing requests through the help desk ticketing system, troubleshooting the most sophisticated hardware and software issues, and providing guidance to less experienced specialists within the team.

The Contractor employees will also provide on-call daily office support and assist with conference room technology support. They may work on IT projects in addition to the help desk function under certain circumstances. To clarify scope and set accurate expectations, duties are organized into three functional categories:
Daily — Primary day-to-day responsibilities performed consistently throughout the performance period. Project — Periodic tasks tied to specific initiatives, upgrades, or improvement efforts. Engineering/Periodic — Advanced or strategic functions performed on an as-needed basis; not intended to represent the primary daily workload of Tier II Specialists. Daily Tasks The Contractor employees shall perform/assist the tasks listed below consistent with instructions and guidance provided by the SPM and COR.

• Inspect computer equipment and prepare systems for deployment based on onboarding documentation and division-specific requirements, ensuring proper imaging, configuration, and inventory registration prior to delivery.

• Deploy and configure Windows desktops, macOS systems, and mobile devices following the imaging process, ensuring each device is properly inventoried, validated against security baselines, and ready for end-user delivery in accordance with division-specific requirements and IRM standards.

• Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments, including upgrades, patches, firmware updates, and approved security configurations to maintain compliance with Zero Trust and Defense-in-Depth standards.

• Register and configure mobile devices (iOS, Android) within enterprise mobile device management (MDM) platforms; provide users with training and troubleshooting on authentication, MFA, and secure remote connectivity.

• Load and verify software packages and configuration baselines through automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent, ensuring accuracy and adherence to approved division templates.

• Execute system verification tests by entering administrative commands and monitoring log output to validate image integrity, patch levels, and compliance with endpoint security policies; confirm logs are being received in accordance with guidance from Sentinel, VSOC, and other monitoring platforms.

• Diagnose and resolve complex system issues,…