IT Helpdesk Specialist

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Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking an IT Help Desk Specialist for the IT Help Desk Support Services contract. This project will provide computer support specialists responsible for providing timely technical support and troubleshooting services to agency staff for the Congressional Budget Office. This is an on‑site position working Monday‑Friday from 8:30 am to 5:00 pm at the Congressional Budget Office located in the Ford House Office Building in Washington, DC.

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

The IT Help Desk Specialist will be a key personnel position for the IT Help Desk Support Services contract, providing 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 position will also provide on‑call daily office support and assist with conference room technology support, and may work on IT projects in addition to the help desk function under certain circumstances.

In addition to daily responsibilities, this position supports specific projects/initiatives such as upgrades or improvement efforts, and strategic functions performed on an as‑needed basis. This position is contingent upon contract award.

You will:

• 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, including multi‑factor authentication failures, identity anomalies, network connectivity problems, and endpoint irregularities, applying independent judgment to identify root causes and implement corrective actions while protecting sensitive data.
• Support Tier I personnel by enforcing best practices, creating and validating SOPs, reviewing escalations, and collaborating on issue resolution. Leverage JAMF and Microsoft Intune for endpoint automation and configuration management. Apply system…