Senior IT Help Desk Specialist

PLEASE NOTE:

• It is a 100% onsite position, in Washington, D.C.
  
• Hours: 8 hours per day between 8:00 AM and 6:00 PM ET, Monday through Friday.
  

Position Overview:

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 client, located in Washington, D.C. The Clients IT environment is hosted entirely in Google Cloud, utilizing Google Workspace and Google Cloud Platform (Google Cloud Platform) to support a significant number of telecommuting and remote users.

Key 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.

Qualifications & 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.