Journeyman Computer Support Specialist (Tier II)

Resolution Think • Washington, DC

2d • $65,000 - $80,000 • Onsite

About The Position

Cognito Systems LLC, and Resolution Think, LLC joint venture, is seeking two highly skilled and experienced IT professionals to provide advanced Tier II help desk support services at the Congressional Budget Office (CBO) in Washington, DC. CBO is a small, nonpartisan Legislative Branch agency of approximately 275 employees providing independent economic and budgetary analysis to the United States Congress. These are high-visibility, on-site roles supporting CBO's Information Resources Management and Technical Services Unit across Windows, macOS, and mobile platforms.

Requirements

• Demonstrated experience with endpoint management and automation platforms including Ivanti, KACE, Microsoft Intune, and JAMF.
• Strong diagnostic skills across system logs, Windows Event Viewer, macOS Console, and monitoring tools, with demonstrated cross-team incident response coordination.
• US Citizenship or lawful permanent resident status meeting and all applicable work eligibility criteria.
• Ability to pass an FBI criminal background check and fingerprinting at US Capital Police headquarters prior to performance start.

Nice To Haves

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

Responsibilities

• Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices per onboarding documentation, division requirements, security baselines, and IRM standards, with proper inventory registration.
• Install, configure, troubleshoot, and maintain hardware, software, and peripherals across Windows and macOS, including upgrades, patches, firmware, and approved security configurations aligned to Zero Trust and Defense-in-Depth standards.
• Register and configure iOS and Android devices in enterprise MDM platforms; train and troubleshoot users on authentication, MFA, and secure remote connectivity.
• Load and verify software packages and configuration baselines through automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent; run system verification tests and confirm logging to Sentinel, VSOC, and other monitoring platforms.
• Diagnose and resolve complex issues including MFA failures, identity anomalies, network connectivity problems, and endpoint irregularities, applying independent judgment to identify root causes while protecting sensitive data.
• Support Tier I personnel through SOPs, escalation review, and active collaboration; leverage JAMF and Microsoft Intune for endpoint automation; analyze Windows Event Viewer and macOS Console logs to identify and prevent issue recurrence.
• Instruct users on equipment, collaboration software, cloud services, and self-service resources; contribute to documentation and knowledge base updates; communicate ticket status through official channels per customer service metrics.
• Administer Microsoft Entra ID and Active Directory, including account provisioning, group policy adjustments, and identity lifecycle management in coordination with IAM governance; support macOS and iOS enrollment, configuration profiles, and FileVault.
• Replace defective or obsolete components and verify asset records; identify recurring problem trends and present improvement recommendations to IRM management.
• Perform secure drive sanitization and destruction using BitRaser or approved tools with certificates of destruction; use approved cloning devices for deployments, refreshes, migrations, and recovery.
• Recommend and implement advanced remedial measures including driver updates, policy adjustments, and imaging corrections; coordinate reviews with the CIO and DCIO and automate solutions where feasible.
• Participate in patch management and vulnerability remediation cycles; coordinate with Nessus scan findings to prioritize critical and high-severity vulnerabilities.
• Collaborate with IRM technical leads in Cloud, Engineering, and Development on environment readiness, permissions validation, and Tier II administrative access.
• Assist in responding to outages, service disruptions, and other emergencies, including incident response participation.
• Maintain compliant handling of all CBO data and records in accordance with federal records requirements and the individual non-disclosure agreement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level