IT Help Desk Specialist (Tier II)

Journeyman Level  •  Federal Legislative Branch Support

We are seeking a Journeyman-level IT Help Desk Specialist to provide advanced, front-line technical support for a federal client''s information technology environment. Working as part of the Information Resources Management and Technical Services function, the specialists will serve as Tier II help desk professionals responsible for deploying, configuring, and troubleshooting Windows and macOS systems, mobile devices, and related endpoint technologies.

The specialist will coordinate closely with the client''s Service Desk, Network Operations, and Cybersecurity teams to ensure the timely investigation, escalation, and resolution of technical issues. The estimated workload averages seven to nine service tickets per day (approximately 270 tickets per month) in support of an organization of roughly 275 employees.

•   Provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines.

•   Utilize and support endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies, and streamline routine tasks.

•   Manage and troubleshoot identity and access management services, including Microsoft Entra ID / Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions.

•   Diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other monitoring tools.

•   Coordinate cross-team incident response activities with the Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation, escalation, and remediation.

•   Perform advanced system administration tasks including patch management, baseline configuration, and automated imaging, and continuously improve endpoint deployment workflows.

•   Support cloud and hybrid environment management, including AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructure.

•   Apply Zero Trust security principles to ensure all endpoint, user, and network interactions follow organizational security, compliance, and configuration standards.

•   Document technical procedures, create user-friendly guides, and mentor Level I technicians to strengthen overall Service Desk capability.

•   Deliver excellent customer service, prioritizing tasks to meet tight deadlines while maintaining professionalism and responsiveness.

•   Demonstrated experience administering and supporting both macOS and Windows operating systems at an enterprise level.

•   Hands-on experience with endpoint management and automation platforms (Ivanti, KACE, Microsoft Intune, JAMF, or equivalent).

•   Working knowledge of identity and access management, including Microsoft Entra ID / Active Directory, MFA, and role-based access controls.

•   Strong troubleshooting skills across authentication, connectivity, and endpoint performance, using system logs and diagnostic tools.

•   Familiarity with cloud and hybrid environments, particularly AWS-hosted resources and on-premises-to-cloud integrations.

•   Understanding of Zero Trust security principles and organizational compliance and configuration standards.

•   Clear written and verbal communication skills, with the ability to document procedures and mentor junior technicians.

•   Excellent customer service, problem-solving, and task-prioritization skills.

•   CompTIA Security+

•   Microsoft Certified: Endpoint Administrator Associate (or equivalent)

•   Apple Certified IT Professional

•   AWS Certified Cloud Practitioner (or higher-level AWS certification)

•   ITIL Foundation (or equivalent service management certification)

•   AWS Certified SysOps Administrator – Associate

Preferred Education:  Bachelor''s degree in Information Technology, Computer Science, or a closely related field.

•   •   Selected personnel must obtain a favorable FBI criminal background check and complete fingerprinting at the designated federal facility in Washington, DC prior to starting work.