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 SysOps Administrator, an Endpoint Administrator Associate, AWS Certification or the equivalent of any.

CORE RESPONSIBILITIES:

- 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 ID / 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.

PERIODIC ENGINEERING TASKS:

- 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.

PERSONNEL REQUIREMENTS:

- 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 ID/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 & EDUCATION:

- 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 SysOps Administrator - Associate.

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

Security / Eligibility:

- 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.

Location and Schedule

- 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.