Senior IT Help Desk Specialist

Omm IT Solutions • Washington, WA

28d • Onsite

About The Position

We are seeking a highly motivated and results-oriented Senior IT Help Desk Specialist to serve as the Single Point of Contact for a federal agency, the National Mediation Board (NMB), located in Washington, D.C. The NMB's IT environment is hosted entirely in Google Cloud, utilizing Google Workspace and Google Cloud Platform (GCP) to support a significant number of telecommuting and remote users.

Requirements

• Must have a minimum of five (5) years of continuous experience in a Help Desk Support role.
• A degree in Computer Science, Information Systems, Software Engineering, or a related technical discipline. (BS/BA is highly preferred).
• CompTIA A+ or Google IT Support Professional Certification (highly preferred). ITIL Certification (highly preferred).
• Must successfully pass a background check prior to being granted system access (takes 6-8 weeks) and be eligible for a PIV card.
• Proven ability to work independently, collaborate with engineers, and demonstrate effective written and oral communication skills.

Responsibilities

• Serve as the SPOC for all NMB end-user support functions, creating help desk tickets, maintaining detailed logs of all service requests, and escalating Tier 2 issues appropriately.
• Provide comprehensive desk-side and remote support (via LogMeIn or similar) for Windows/macOS laptops and desktops, as well as iOS and Android mobile devices and tablets.
• Support core software and cloud platforms, including Google Workspace, Microsoft Office suite, Adobe Acrobat, and GitHub.
• Support client-specific systems (Knowledge Store, Arbitration Workstation, CCure PACS, KnowBe4, Ivanti Neurons/MobileIron, Mediation Case Management System, etc.) and specific security tools (CrowdStrike, JAWS, YubiKey, Burp suite).
• Perform configuration management: maintain and document a Standard Operating Environment (SOE), create OS images, perform software patching/upgrades, and ensure compliance with DISA STIGs.
• Configure and support basic network infrastructure, including LAN firewalls, routers, and networked printers/scanners/copiers.
• Provide basic access assistance, including email setup, credential management, and data encryption.
• Perform IT asset management duties, including conducting an annual hardware and software inventory.
• Apply continuous process improvement methodologies to increase IT efficiency and minimize downtime.

What This Job Offers

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