IT Helpdesk Specialist

Constellation West•Washington, DC

12d•Onsite

About The Position

The Congressional Budget Office (CBO) is seeking an IT Helpdesk Specialist to provide onsite support at their Ford House Office Building location in Washington, DC. Occasional support may also be required at facilities in Manassas, VA and Ashburn, VA. This role involves extensive experience supporting enterprise desktop environments and advanced Tier II/Journeyman Help Desk operations. The specialist will be responsible for a wide range of IT support tasks, including hardware and software deployment, configuration, and troubleshooting, as well as identity and access management, operating system administration, and cloud environment support. A strong understanding of security principles and experience in service desk leadership, including mentoring junior staff and developing documentation, is essential. The position requires a U.S. Citizen who can successfully complete an FBI fingerprint/background investigation and CBO cybersecurity training.

Requirements

Extensive experience supporting enterprise desktop environments.
Advanced Tier II/Journeyman Help Desk operations experience.
Experience with Windows desktop administration.
Experience with macOS administration.
Experience with enterprise desktop and laptop support.
Experience with hardware deployment and lifecycle management.
Experience with software installation, configuration, and troubleshooting.
Experience administering enterprise endpoint management solutions such as Microsoft Intune, JAMF, Ivanti KACE, or comparable platforms.
Experience with computer imaging, device provisioning, software deployment, patch management, configuration management, and endpoint compliance.
Experience with Microsoft Entra ID (Azure AD).
Experience with Active Directory.
Experience with Multi-Factor Authentication (MFA).
Experience with user provisioning.
Experience with Group Policy.
Experience with Role-Based Access Control (RBAC).
Experience with identity lifecycle management.
Hands-on administration of Windows.
Hands-on administration of macOS.
Hands-on administration of iOS.
Hands-on administration of Android.
Experience with advanced troubleshooting using Windows Event Viewer.
Experience with advanced troubleshooting using macOS Console logs.
Experience with endpoint performance analysis.
Experience with root cause analysis.
Experience with workstation imaging and deployment.
Experience with hardware refreshes and data migrations.
Experience supporting AWS environments.
Experience supporting hybrid cloud/on-premises infrastructures.
Experience with Zero Trust security principles.
Experience with endpoint security.
Experience with secure configuration management.
Experience with identity management.
Experience with vulnerability remediation.
Experience with incident response coordination.
Experience mentoring junior Help Desk personnel.
Experience developing Standard Operating Procedures (SOPs).
Experience creating technical documentation and knowledge base articles.
Experience coordinating with Network, Cloud, and Cybersecurity teams.
Experience providing exceptional customer service.
Must be a U.S. Citizen.
Must successfully complete an FBI fingerprint/background investigation.
Must complete required CBO cybersecurity training before beginning 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
AWS Certified SysOps Administrator – Associate
Bachelor's degree in Information Technology, Computer Science, or a closely related field.

Responsibilities

Support enterprise desktop environments.
Perform advanced Tier II/Journeyman Help Desk operations.
Administer enterprise endpoint management solutions.
Manage computer imaging, device provisioning, software deployment, patch management, configuration management, and endpoint compliance.
Administer identity and access management systems including Microsoft Entra ID (Azure AD), Active Directory, MFA, user provisioning, Group Policy, RBAC, and identity lifecycle management.
Provide hands-on administration of Windows, macOS, iOS, and Android operating systems.
Perform advanced troubleshooting using Windows Event Viewer and macOS Console logs.
Analyze endpoint performance and conduct root cause analysis.
Manage workstation imaging and deployment, hardware refreshes, and data migrations.
Support AWS environments and hybrid cloud/on-premises infrastructures.
Implement and manage Zero Trust security principles, endpoint security, secure configuration management, and identity management.
Perform vulnerability remediation and coordinate incident response.
Mentor junior Help Desk personnel.
Develop Standard Operating Procedures (SOPs).
Create technical documentation and knowledge base articles.
Coordinate with Network, Cloud, and Cybersecurity teams.
Provide exceptional customer service.