IT Help Desk Specialist (Journeyman Computer Support Specialist)

Job Description

Connexus Hub is seeking two experienced IT Help Desk Specialists to provide advanced, front-line technical support to a federal agency of approximately 275 staff. Working as Journeyman (Tier II) Computer Support Specialists, you will deploy, maintain, and troubleshoot personal computers, mobile devices, and related technologies across macOS, Windows, and mobile platforms. The team handles roughly 7–9 service tickets per day (about 270 per month), with generally moderate complexity and occasional advanced troubleshooting.

You'll support and modernize the agency's endpoint management environment, promote operational excellence through standard operating procedures, knowledge base articles, and automation scripts, and mentor Tier I technicians. This is an on-site role working collaboratively with the agency's Service Desk and coordinating with Tier III Engineering, Network Operations, and Cybersecurity teams to deliver consistent, high-quality service.

Key Responsibilities

• Inspect, image, configure, and inventory computer equipment for deployment based on onboarding documentation and division-specific requirements.
• Deploy and configure Windows desktops, macOS systems, and mobile devices, validating each against security baselines before end-user delivery.
• Install, configure, troubleshoot, and maintain hardware, software, and peripherals across Windows and macOS, including upgrades, patches, firmware updates, and approved security configurations aligned with 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 using automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent.
• Diagnose and resolve complex issues — MFA failures, identity anomalies, network connectivity, and endpoint irregularities...