IT Help Desk Support Specialist

PRE-REQUISITES

• Must be a United States Citizen
• Must reside in the DMV Area (Washington DC, Maryland or Virginia)
• Bachelor's Degree Preferred
• Must have two of the following certifications listed:
  CompTIA Security+;
  Microsoft Certified; ITIL Foundation;
  Apple Certified IT Professional;
  Certified Sys Ops Administrator, an Endpoint Administrator Associate, AWS Certification or the equivalent of any.

• Provide timely technical support, advanced front-line troubleshooting, and guidance to agency staff.
• Deploy, image, configure, troubleshoot, and maintain Windows desktops, macOS systems, iOS/Android mobile devices, software, hardware, and peripherals.
• Use endpoint management and automation platforms such as Ivanti EPM, KACE, Microsoft Intune, and JAMF.
• Support identity and access management, including Microsoft Entra  / Active Directory, MFA, role-based access controls, AWS-integrated identity services, and secure remote connectivity.
• Analyze Windows Event Viewer, macOS Console logs, monitoring outputs, and related diagnostics to resolve authentication, connectivity, and endpoint issues.
• Create, validate, and improve SOPs, knowledge base articles, user guides, automation scripts, and recurring-problem mitigation recommendations.
• Coordinate with Service Desk, Network Operations, Cloud Services, Cybersecurity, Tier III Engineering, and other internal teams.
• Support conference room technology, asset management, secure drive sanitization/destruction, hard drive cloning, workstation refreshes, data migration, and recovery operations.

• Recommend and implement advanced remedial measures such as driver updates, policy changes, imaging corrections, and automated fixes where feasible.
• Support secure imaging strategies, patch management, vulnerability remediation, and Nessus-driven remediation priorities.
• Assist with outages, service disruptions, emergencies, and incident response activities.

• Enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and organizational security baselines.
• Experience with Ivanti, KACE, Microsoft Intune, JAMF, Entra /Active Directory, MFA, RBAC, AWS-hosted resources, AWS identity integrations, and hybrid cloud/on-prem environments.
• Strong understanding of advanced system administration, patch management, automated imaging, endpoint deployment workflows, Zero Trust principles, and secure credential handling.
• Clear communication, technical documentation ability, customer service focus, mentoring ability for Level I technicians, problem-solving skills, prioritization, and professionalism.

• Preferred certifications:
  CompTIA Security+;
  Microsoft Certified:
  Endpoint Administrator Associate or equivalent;
  Apple Certified IT Professional; AWS Certified Cloud Practitioner or higher; ITIL Foundation or equivalent;
  Certified Sys Ops Administrator - Associate.

• Bachelor's degree in Information Technology, Computer Science, or a closely related field.

• Personnel must be U.S. citizens, lawful permanent residents, or H1B workers who can meet all work eligibility and other criteria.
• Personnel must obtain favorable FBI criminal checks and be fingerprinted at U.S. Capitol Police headquarters before starting.
• Personnel may need CBO cybersecurity, computer access, and content management training and must maintain confidentiality of agency information.

• Primary place of performance:
  Ford House Office Building, 2nd and D Streets SW, Washington, DC 20515.
• Occasional work may be directed at the Alternate Computing Facility in Manassas, VA or Equinix in Ashburn, VA.
• Normal hours: 8:30 AM to 5:00 PM, Monday-Friday; approximately 40 hours per week excluding federal holidays/agency closures.
• Occasional after-hours work may be required for outages or emergencies. Overtime must be pre-approved in writing.