IT Help Desk Specialist

Nima Corporation•Washington, DC

4d•Onsite

About The Position

Nash Harbor Solutions (NHS) is seeking qualified and motivated IT Help Desk Specialists (Journeyman Computer Support Specialists) to support a Federal customer in Washington, DC. This position is contingent upon contract award and offers the opportunity to provide critical enterprise IT support services in a dynamic, mission-focused environment. The selected candidate will play a key role in supporting end users across Windows, macOS, and mobile device environments while contributing to endpoint management, identity and access administration, cybersecurity compliance, and enterprise technology modernization initiatives. Successful candidates will possess strong technical troubleshooting skills, a customer-focused mindset, and the ability to thrive in a fast-paced Federal IT environment. This position is expected to be primarily onsite in Washington, DC, with occasional support at alternate facilities in Virginia. If you are passionate about delivering exceptional technical support, solving complex IT challenges, and supporting mission-critical operations, we encourage you to apply and join our growing team of professionals dedicated to serving Federal customers.

Requirements

Experience providing enterprise-level technical support for Windows and macOS operating systems.
Experience deploying, configuring, imaging, and maintaining desktop computers, laptops, and mobile devices.
Experience supporting endpoint management platforms such as Microsoft Intune, JAMF, Ivanti, KACE, or similar enterprise management solutions.
Experience administering Microsoft Entra ID (Azure Active Directory), Active Directory, Multi-Factor Authentication (MFA), and Identity and Access Management (IAM).
Experience troubleshooting authentication, connectivity, endpoint performance, and operating system issues.
Working knowledge of cloud and hybrid environments, including AWS-hosted resources and identity integrations.
Knowledge of Zero Trust architecture, endpoint security, patch management, configuration management, and automated deployment processes.
Strong analytical, troubleshooting, and customer service skills.
Excellent written and verbal communication skills with the ability to prepare technical documentation and mentor junior personnel.
Ability to prioritize multiple tasks while delivering responsive, high-quality customer support in a fast-paced enterprise environment.
Must be a U.S. citizen, lawful permanent resident, or H-1B visa holder who satisfies all contract eligibility requirements.
Must successfully complete an FBI fingerprint-based background investigation.
Must comply with all CBO security requirements.
Must complete required cybersecurity and security awareness training.
Must execute all required non-disclosure agreements prior to performing work.

Nice To Haves

CompTIA Security+
Microsoft Certified: Endpoint Administrator Associate (or equivalent)
Apple Certified IT Professional
AWS Certified Cloud Practitioner (or higher)
ITIL Foundation Certification
AWS Certified SysOps Administrator – Associate
Bachelor’s degree in Information Technology, Computer Science, or a closely related field

Responsibilities

Provide advanced technical support and troubleshooting services for agency personnel across Windows, macOS, and mobile device environments.
Inspect, image, configure, inventory, and deploy desktop computers, laptops, mobile devices, and related hardware in accordance with agency standards.
Install, configure, maintain, troubleshoot, and repair hardware, software, peripherals, operating systems, firmware, and security updates.
Register, configure, and support enterprise mobile devices using approved Mobile Device Management (MDM) platforms.
Deploy software packages and configuration baselines using endpoint management tools such as Ivanti, KACE, Microsoft Intune, JAMF, or equivalent technologies.
Execute system validation and verification testing to ensure devices meet security, imaging, and compliance requirements.
Diagnose and resolve complex hardware, software, authentication, identity management, network connectivity, and endpoint performance issues.
Administer Microsoft Entra ID (Azure AD) and Active Directory environments, including user account provisioning, group policy adjustments, and identity lifecycle management.
Support macOS administration, including device enrollment, configuration profiles, FileVault management, and enterprise authentication integration.
Provide Tier II technical support while assisting Tier I personnel through mentoring, technical guidance, escalation support, and development of standard operating procedures.
Create, update, and maintain technical documentation, knowledge base articles, user guides, and standard operating procedures.
Coordinate with Service Desk, Network Operations, Cloud Services, Engineering, and Cybersecurity teams to resolve technical issues and support enterprise operations.
Communicate effectively with end users regarding ticket status, issue resolution, and technical guidance while maintaining exceptional customer service.
Replace defective or obsolete hardware and software components and maintain accurate asset inventory records.
Analyze recurring technical issues and problem trends, identify root causes, recommend process improvements, and implement corrective actions.
Apply Zero Trust security principles and information assurance best practices when supporting endpoint devices, identity management, and customer systems.
Perform secure media sanitization and destruction using approved tools and maintain required documentation.
Support workstation refreshes, system migrations, hardware deployments, and data recovery activities.
Participate in patch management, vulnerability remediation, imaging improvements, endpoint automation, and configuration management initiatives.
Assist with incident response, outage resolution, emergency support, and other special IT projects as assigned by the Contracting Officer's Representative (COR).