IT Help Desk Support Specialist

PRE-REQUISITES

• Must be a United States Citizen
• Must reside in the DMV Area (Washington DC, Maryland or Virginia)
• Bachelor's Degree Preferred
• Must have two of the following certifications listed: CompTIA Security+; Microsoft Certified; ITIL Foundation; Apple Certified IT Professional; Certified SysOps Administrator, an Endpoint Administrator Associate, AWS Certification or the equivalent of any.

CORE RESPONSIBILITIES

* Provide timely technical support, advanced front-line troubleshooting, and guidance to agency staff.

* Deploy, image, configure, troubleshoot, and maintain Windows desktops, macOS systems, iOS/Android mobile devices, software, hardware, and peripherals.

* Use endpoint management and automation platforms such as Ivanti EPM, KACE, Microsoft Intune, and JAMF.

* Support identity and access management, including Microsoft Entra ID / Active Directory, MFA, role-based access controls, AWS-integrated identity services, and secure remote connectivity.

* Analyze Windows Event Viewer, macOS Console logs, monitoring outputs, and related diagnostics to resolve authentication, connectivity, and endpoint issues.

* Create, validate, and improve SOPs, knowledge base articles, user guides, automation scripts, and recurring-problem mitigation recommendations.

* Coordinate with Service Desk, Network Operations, Cloud Services, Cybersecurity, Tier III Engineering, and other internal teams.

* Support conference room technology, asset management, secure drive sanitization/destruction, hard drive cloning, workstation refreshes, data migration, and recovery operations.

PERIODIC ENGINEERING TASKS

* Recommend and implement advanced remedial measures such as driver updates, policy changes, imaging corrections, and automated fixes where feasible.

* Support secure imaging strategies, patch management, vulnerability remediation, and Nessus-driven remediation priorities.

* Assist with outages, service disruptions, emergencies,...