IT Help Desk Specialist

Job Summary

This role involves delivering advanced front-line IT support for the deployment, maintenance, and troubleshooting of PCs and related technology across Windows, macOS, and mobile platforms. The specialist will manage imaging, configuring, and updating hardware and software systems while collaborating with various internal teams to provide seamless technical assistance.

Key Responsibilities

• Handle comprehensive support including installation, setup, troubleshooting, and complex repairs of employee hardware and software.
• Assist staff with technical issues and offer guidance to improve IT workflows.
• Maintain and upgrade the endpoint management environment across multiple platforms (Windows, macOS, mobile).
• Develop standard operating procedures, knowledge base content, and automation scripts to boost operational efficiency.
• Coordinate with Service Desk, Tier III Engineering, Network Operations, and Cybersecurity teams to ensure consistent service quality.
• Manage and resolve complex issues via the help desk ticketing system, covering authentication, identity, network, and endpoint concerns.
• Provide on-call office support and assist with conference room technology.
• Administer Entra ID/Active Directory, MDM systems, patch management, endpoint security, asset tracking, and secure media sanitization.
• Conduct project and engineering duties including automated imaging solutions, vulnerability remediation, and incident response activities.

Required Experience and Skills

• Proven enterprise IT support and endpoint administration expertise.
• Proficiency in macOS and Windows OS administration, including deployment and security baseline compliance.
• Experience with endpoint management and automation tools such as Ivanti, KACE, Microsoft Intune, and JAMF.
• Knowledge of identity and access management services, including Microsoft Entra ID, multi-factor authentication, role-based access, and AWS-integrated identity solutions.
• Ability to troubleshoot authentication, network connectivity, and endpoint performance utilizing logs and diagnostic tools.
• Collaborate with multi-disciplinary teams for incident investigation and resolution.
• Strong skills in patch management, baseline configurations, and automated deployment workflows.
• Understanding of cloud and hybrid management environments, specifically AWS resources and integrations.
• Familiarity with Zero Trust security standards ensuring compliance in endpoints, users, and networks.
• Excellent communication talents for documenting procedures, guiding users, and mentoring junior IT staff.
• Customer service orientation and problem-solving aptitude with the ability to prioritize effectively under pressure.

Educational and Certification Requirements

• Bachelor’s degree preferred in Information Technology, Computer Science, or related discipline.
• Preferred certifications include CompTIA Security+, Microsoft Certified Endpoint Administrator Associate, Apple Certified IT Professional, AWS Certified Cloud Practitioner or higher, ITIL Foundation, and Certified SysOps Administrator – Associate.

Eligibility and Clearance

• Applicants must be U.S. citizens, lawful permanent residents, or H1B visa holders eligible to work.
• Candidate must successfully obtain FBI background checks and fingerprinting at U.S. Capitol Police headquarters prior to employment.