Onsite IT Help Desk & Endpoint Support 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

• 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

• 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  / Active Directory environments with IAM governance
• Support user account provisioning, group policy adjustments, and identity lifecycle management
• Manage macOS and iOS enrollment, configuration profiles, File Vault, 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

• 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 Bit Raser or other approved tools
• Maintain required documentation and certificates for secure drive destruction activities

• 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…