Journeyman Computer Support Specialist

UPSLOPE ADVISORS, INC • Washington, DC

4d • Onsite

About The Position

CSlope Solutions is hiring a Journeyman Computer Support Specialist to support a federal client at the Congressional Budget Office (CBO). In this role, you will provide on-site IT help desk and endpoint support for CBO staff, supporting computers, mobile devices, hardware, software, identity and access issues, ticket resolution, documentation, and coordination across technical support teams. This position is ideal for a customer-focused IT professional with strong hands-on experience troubleshooting Windows, macOS, mobile devices, endpoint tools, and user support issues in a secure professional environment. The role plays a critical part in keeping CBO users productive through responsive technical support, accurate ticket handling, clear communication, and secure endpoint operations. Note: This position is contingent upon contract award.

Requirements

• 3–6 years of experience providing IT help desk, desktop support, endpoint support, or computer support services.
• Hands-on experience troubleshooting Windows desktops, laptops, applications, peripherals, network connectivity, and user access issues.
• Experience supporting macOS systems and Apple endpoint administration in an enterprise environment.
• Experience supporting iOS and Android mobile devices, including mobile device management concepts or tools.
• Experience using ticketing systems to document issues, update status, track resolutions, and escalate support requests.
• Experience with endpoint imaging, workstation deployment, software installation, patching, and configuration support.
• Working knowledge of Microsoft Entra ID, Active Directory, MFA, account support, and identity-related troubleshooting.
• Ability to create and maintain SOPs, knowledge base articles, user guides, and technical support documentation.
• Strong customer service, communication, organization, and problem-solving skills.
• Ability to work independently on-site while coordinating effectively with internal IT, engineering, network, cloud, and cybersecurity teams.
• Ability to protect confidential information and follow federal IT security, data-handling, and access-control requirements.

Nice To Haves

• Experience supporting federal, Legislative Branch, or government IT environments.
• Experience with Microsoft Intune, JAMF, Ivanti, KACE, ServiceNow, Remedy, or similar ITSM and endpoint management tools.
• Experience with vulnerability remediation, endpoint security baselines, patch coordination, and cybersecurity support.
• Experience supporting executive, VIP, or high-visibility users.
• Experience with secure drive sanitization, BitRaser, data migration, hard drive cloning, or endpoint recovery procedures.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator, Apple certification, ITIL, or similar credentials.

Responsibilities

• Provide responsive Tier II help desk and desktop support to CBO users.
• Manage, update, resolve, and escalate service tickets through CBO’s official ticketing process.
• Deploy, configure, troubleshoot, and support Windows desktops, macOS systems, laptops, peripherals, printers, mobile devices, and related endpoint technologies.
• Install, configure, troubleshoot, and maintain approved hardware, software, patches, firmware, and security configurations.
• Support iOS and Android devices, including mobile device management and enterprise configuration activities.
• Use or support endpoint management tools such as Microsoft Intune, JAMF, Ivanti, KACE, or similar platforms.
• Troubleshoot MFA, identity, authentication, account access, endpoint performance, network connectivity, and user access issues.
• Support Microsoft Entra ID and Active Directory functions in coordination with CBO identity and access management processes.
• Assist with endpoint imaging, workstation deployment, hardware refresh, data migration, cloning, recovery, and secure device handling.
• Support patch management, vulnerability remediation, endpoint security baselines, and coordination with cybersecurity personnel.
• Perform secure drive sanitization or destruction using approved tools and procedures.
• Create, update, and validate SOPs, user guides, troubleshooting documentation, and knowledge base articles.
• Analyze recurring support issues and recommend process, documentation, or technical improvements.
• Coordinate with the Service Desk, Tier III Engineering, Network Operations, Cloud Services, Cybersecurity, and other CBO technical teams.
• Provide professional, discreet, and customer-focused support to users in a high-visibility federal environment.
• Support occasional after-hours work for outages, emergency response, or approved maintenance activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed