IT Help Desk Specialist

BESTICA INC•Washington, DC

7d•$38 - $40•Onsite

About The Position

Bestica is hiring for an IT Helpdesk Specialist to support Congressional Budget Office (CBO) in Washington, DC. Seeking experienced Tier II IT Help Desk Specialists to provide enterprise-level technical support in a fast-paced federal environment. The ideal candidate will possess strong experience supporting Windows and macOS workstations, mobile devices, enterprise endpoint management solutions, identity management platforms, and end-user support. This role requires excellent troubleshooting skills, outstanding customer service, and the ability to support a modern enterprise IT environment while maintaining high service standards.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent experience).
Experience providing Tier II Help Desk or Desktop Support in an enterprise environment.
Strong experience supporting: Windows 10/11, macOS, Desktop and laptop hardware, Microsoft Office and enterprise applications
Experience with: Microsoft Active Directory, Microsoft Entra ID (Azure AD), User account administration, Password resets, Multi-Factor Authentication (MFA), Group Policy
Experience supporting: iPhone, iPad, Android devices
Experience with enterprise endpoint management tools such as: Microsoft Intune, JAMF, Ivanti KACE, SCCM or equivalent
Experience performing: Desktop imaging, Software deployment, Patch management, Hardware deployment, Driver installation, Endpoint troubleshooting
Excellent troubleshooting and analytical skills.

Nice To Haves

CompTIA Security+
Microsoft Certified: Endpoint Administrator Associate
Apple Certified IT Professional
AWS Certified Cloud Practitioner
AWS Certified SysOps Administrator – Associate
ITIL Foundation
Microsoft Intune Administration
JAMF Administration
Apple Enterprise Device Management
AWS Cloud support
PowerShell scripting
Endpoint automation
Imaging automation
Hardware asset management
Asset inventory systems
Conference room technology support
Zero Trust architecture
Endpoint security
FileVault
Vulnerability remediation
Secure media destruction

Responsibilities

Provide Tier II technical support for enterprise users via walk-up, remote, phone, and ticketing systems.
Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
Support Windows 10/11 desktops and laptops, macOS devices, iPhones, iPads, and Android devices.
Install, configure, image, deploy, and maintain desktop and laptop systems.
Perform hardware installations, upgrades, replacements, and lifecycle management.
Administer user accounts, security groups, password resets, and access requests using Microsoft Active Directory and Microsoft Entra ID (Azure AD).
Enroll, configure, manage, and troubleshoot enterprise mobile devices.
Utilize Microsoft Intune, JAMF, or equivalent endpoint management solutions for device administration and compliance.
Deploy software updates, operating system patches, drivers, and security updates.
Diagnose authentication issues, MFA problems, endpoint performance issues, and software conflicts.
Maintain accurate incident records and update ticketing systems with troubleshooting activities and resolutions.
Create and maintain Standard Operating Procedures (SOPs), knowledge base articles, technical documentation, and user guides.
Support endpoint security initiatives including patch management, encryption, vulnerability remediation, and Zero Trust security practices.
Assist with conference room technology, audiovisual equipment, and end-user collaboration tools.
Provide exceptional customer service while supporting executive and general user populations.
Train end users on hardware, software, and enterprise IT services.
Mentor junior technicians when required.