Journeyman Computer Support Specialist - IT Help Desk

Omm IT Solutions • Washington, WA

3d • Onsite

About The Position

The Client is a small, nonpartisan Legislative Branch agency that provides independent and objective economic and budgetary analysis to the Congress. We are seeking two Journeyman Computer Support Specialists to join the Client’s IT Unit. In this role, you will deliver advanced front-line technical support to approximately 275 professional staff members. While the daily workload averages a manageable 7-9 service tickets per day, the issues range from moderate complexity to scenarios requiring advanced troubleshooting and independent judgment. You will work collaboratively with the Client's Service Desk, Tier III Engineering, Network Operations, and Cybersecurity teams to ensure seamless service delivery and modernize the endpoint management environment.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a closely related field.
• CompTIA Security+, Microsoft Certified: Endpoint Administrator Associate, Apple Certified IT Professional, AWS Certified Cloud Practitioner (or higher), ITIL Foundation, or Certified SysOps Administrator - Associate.
• Enterprise-level administration and support experience for Windows and macOS operating systems, including deployment and adherence to security baselines.
• Experience utilizing endpoint management platforms (e.g., Ivanti, KACE, Microsoft Intune, JAMF) to deploy software and enforce policies.
• Strong capability in managing identity and access management services, specifically Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), and AWS-integrated identity solutions.
• Ability to analyze system logs and monitoring tools to resolve authentication, connectivity, and performance issues.
• Strong understanding of cloud and hybrid environments, with experience supporting AWS-hosted resources.
• Excellent customer service, prioritization, and problem-solving skills, with the ability to meet tight deadlines.
• Effective communication skills to document technical procedures, build user guides, and mentor Level I technicians.
• Must be a U.S. citizen, lawful permanent resident, or H1B visa holder meeting all work eligibility criteria.
• Must successfully pass a favorable FBI criminal background check and be fingerprinted at the U.S. Capitol Police headquarters prior to starting work.
• Required to maintain strict confidentiality of all client information.

Responsibilities

• Provide direct support by managing requests through the help desk ticketing system and troubleshooting sophisticated hardware and software issues.
• Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across both Windows and macOS environments.
• Deploy and configure Windows desktops, macOS systems, and mobile devices, ensuring proper imaging, configuration, and validation against security baselines.
• Register and configure mobile devices (iOS, Android) within enterprise mobile device management (MDM) platforms, and provide end-user training on authentication and secure remote connectivity.
• Administer Microsoft Entra ID / Active Directory environments, focusing on user account provisioning, group policy adjustments, and identity lifecycle management.
• Support macOS and iOS administration, including device enrollment, FileVault management, and configuration profile deployment.
• Provide on-call daily office support and assist with conference room technology setup and troubleshooting.
• Guide and support Tier I personnel by enforcing best practices, creating and validating standard operating procedures (SOPs), and reviewing escalations.
• Ensure all endpoint and user interactions adhere strictly to Zero Trust and Defense-in-Depth security standards.
• Diagnose complex system issues including multi-factor authentication (MFA) failures, identity anomalies, and network connectivity problems, while protecting sensitive data.
• Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop solutions to prevent recurrence.
• Load and verify software packages using automated imaging and patching tools such as Ivanti EPM or KACE.
• Leverage platforms like JAMF and Microsoft Intune for configuration management and endpoint automation.
• Perform secure drive sanitization and destruction using approved tools like BitRaser, maintaining necessary certificates of destruction.
• Implement imaging strategies utilizing automation and scripting to deliver secure, consistent workstation builds.
• Participate in vulnerability remediation and patch management cycles, coordinating with Nessus scan findings to address critical and high-severity vulnerabilities.
• Recommend advanced remedial measures, such as policy adjustments or driver updates, to restore functionality and prevent future issues.
• Assist in incident response activities, responding to outages, service disruptions, and emergencies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level