IT Help Desk Support Specialist

NVI•Washington, DC

2d•Onsite

About The Position

This role provides advanced front-line technical support, troubleshooting, and guidance to agency staff. The specialist will be responsible for deploying, configuring, and maintaining various operating systems (Windows, macOS) and mobile devices (iOS, Android), along with associated software, hardware, and peripherals. The position involves utilizing endpoint management platforms, supporting identity and access management systems, and analyzing system logs to resolve issues. A key aspect of the role includes creating and improving technical documentation, standard operating procedures, and knowledge base articles. Collaboration with various internal teams such as Service Desk, Network Operations, Cloud Services, Cybersecurity, and Tier III Engineering is essential. Additionally, the role supports conference room technology, asset management, secure data handling, and workstation refreshes.

Requirements

Must be a United States Citizen
Must reside in the DMV Area (Washington DC, Maryland or Virginia)
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.
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.
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.

Nice To Haves

Bachelor's Degree Preferred
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.

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.
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.