IT Help Desk Specialist

Knowledge Management, Inc.•Washington, DC

3d•$60,000 - $61,000•Onsite

About The Position

The IT Help Desk Specialist supports the Congressional Budget Office's Information Resources Management and Technical Services Unit. The role delivers advanced front-line technical support across Windows, macOS, and mobile endpoints for approximately 275 agency staff, resolving an average of 7 to 9 tickets per day with moderate to advanced complexity. Work is performed primarily on-site at the Ford House Office Building in Washington, DC, with occasional support at CBO's alternate computing facility in Manassas, Virginia, and at Equinix in Ashburn, Virginia. The position requires both individual troubleshooting proficiency and the ability to mentor Tier I personnel, author standard operating procedures, and apply independent judgment when diagnosing multi-factor authentication failures, identity anomalies, and endpoint irregularities.

Requirements

Minimum of three (3) years of professional experience in enterprise IT help desk and endpoint support.
Direct experience providing advanced technical support and troubleshooting for personal computers, mobile devices, and related peripherals in an enterprise or agency environment.
Demonstrated ability to deploy, configure, and maintain endpoint hardware and software across Windows and macOS platforms, including patching, imaging, and security baseline compliance.
Working knowledge of Microsoft Entra ID or Active Directory administration, including account provisioning, group policy, and identity lifecycle management.
Experience diagnosing multi-factor authentication failures, network connectivity issues, and endpoint irregularities using system logs and diagnostic tools.
Prior support of a mixed Windows, macOS, and mobile device fleet using enterprise endpoint management platforms such as Ivanti EPM, KACE, Microsoft Intune, or Jamf.
Experience supporting AWS-hosted resources or hybrid on-premises and cloud identity integrations.
Experience applying Zero Trust and Defense-in-Depth security principles to endpoint, user, and network interactions.
Experience with secure drive sanitization and destruction procedures, using tools such as BitRaser, and maintaining certificates of destruction.
Prior experience mentoring Tier I technicians, authoring knowledge base articles, or developing standard operating procedures for a service desk team.
Prior support of a federal, legislative branch, or other government IT environment, given CBO's status as a legislative branch agency operating outside standard FAR set-aside procedures.
3 or more years administering Windows and macOS environments, including imaging, configuration management, and security baseline enforcement.
2 or more years supporting Microsoft Entra ID or Active Directory, multi-factor authentication, and role-based access controls.
Experience with automated imaging and patching tools such as Ivanti, KACE, Jamf, or Intune, and participation in vulnerability remediation cycles informed by scan findings such as those from Nessus.
Experience registering and configuring iOS and Android devices within an enterprise MDM platform.
Proficiency analyzing Windows Event Viewer and macOS Console logs to identify error patterns and develop corrective actions.
Demonstrated ability to communicate ticket status and technical guidance clearly to non-technical staff, and to document resolutions in a ticketing system.
Experience working alongside Network Operations, Cybersecurity, and Tier III Engineering teams on escalations and incident response.
Bachelor's degree in Information Technology, Computer Science, or a closely related discipline.
United States citizenship.
Ability to obtain a favorable FBI criminal history check and complete fingerprinting at United States Capitol Police headquarters prior to the start of performance.

Nice To Haves

Experience administering AWS-integrated identity solutions or supporting hybrid cloud infrastructure in a government or regulated environment.
Familiarity with monitoring platforms such as Sentinel or VSOC, or experience confirming log ingestion for security operations centers.
Experience developing imaging strategies that incorporate scripting or automation to reduce manual deployment steps.
Prior experience training end users on collaboration software, cloud services, and self-service IT resources.
Familiarity with asset management procedures and documentation practices consistent with federal property accountability standards.
Microsoft Certified: Identity and Access Administrator Associate
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Jamf Certified Associate
CompTIA A+ and CompTIA Network+, as a foundation credential pairing with Security+
AWS Certified SysOps Administrator, Associate level, as a step above Cloud Practitioner
ITIL 4 Foundation, if the candidate's existing ITIL credential predates the version 4 framework
CompTIA Security+
Microsoft Certified: Endpoint Administrator Associate, or equivalent
Apple Certified IT Professional
AWS Certified Cloud Practitioner, or a higher-level AWS certification
ITIL Foundation, or an equivalent service management certification
Certified SysOps Administrator, Associate level

Responsibilities

Deliver advanced front-line technical support across Windows, macOS, and mobile endpoints for approximately 275 agency staff.
Resolve an average of 7 to 9 tickets per day with moderate to advanced complexity.
Perform support at CBO's alternate computing facility in Manassas, Virginia, and at Equinix in Ashburn, Virginia.
Mentor Tier I personnel.
Author standard operating procedures.
Apply independent judgment when diagnosing multi-factor authentication failures, identity anomalies, and endpoint irregularities.
Deploy, configure, and maintain endpoint hardware and software across Windows and macOS platforms, including patching, imaging, and security baseline compliance.
Administer Microsoft Entra ID or Active Directory, including account provisioning, group policy, and identity lifecycle management.
Diagnose multi-factor authentication failures, network connectivity issues, and endpoint irregularities using system logs and diagnostic tools.
Support a mixed Windows, macOS, and mobile device fleet using enterprise endpoint management platforms.
Support AWS-hosted resources or hybrid on-premises and cloud identity integrations.
Apply Zero Trust and Defense-in-Depth security principles to endpoint, user, and network interactions.
Perform secure drive sanitization and destruction procedures, using tools such as BitRaser, and maintaining certificates of destruction.
Mentor Tier I technicians, author knowledge base articles, or develop standard operating procedures for a service desk team.
Administer Windows and macOS environments, including imaging, configuration management, and security baseline enforcement.
Support Microsoft Entra ID or Active Directory, multi-factor authentication, and role-based access controls.
Utilize automated imaging and patching tools such as Ivanti, KACE, Jamf, or Intune, and participate in vulnerability remediation cycles informed by scan findings such as those from Nessus.
Register and configure iOS and Android devices within an enterprise MDM platform.
Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop corrective actions.
Communicate ticket status and technical guidance clearly to non-technical staff.
Document resolutions in a ticketing system.
Work alongside Network Operations, Cybersecurity, and Tier III Engineering teams on escalations and incident response.
Administer AWS-integrated identity solutions or support hybrid cloud infrastructure in a government or regulated environment.
Confirm log ingestion for security operations centers.
Develop imaging strategies that incorporate scripting or automation to reduce manual deployment steps.
Train end users on collaboration software, cloud services, and self-service IT resources.
Manage asset management procedures and documentation practices consistent with federal property accountability standards.
Complete CBO-mandated cybersecurity, computer access, and content management training.
Execute an individual non-disclosure agreement.