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The IT Help Desk Specialist will provide advanced Tier II technical support to Congressional Budget Office employees. The specialist will support Windows, macOS, iOS, Android, and cloud-integrated environments and will be responsible for troubleshooting complex hardware, software, identity, connectivity, endpoint-management, and security-related issues.

The specialist will work with Service Desk personnel and coordinate with Engineering, Network Operations, Cloud Services, and Cybersecurity teams to ensure timely and effective technical support. This is a full-time, primarily on-site position in Washington, DC, with occasional work at designated facilities in Manassas and Ashburn, Virginia.

Both IT Help Desk Specialist positions are designated as key personnel.

Key Responsibilities

Manage, prioritize, document, and resolve technical-support requests through the agencys help desk ticketing system.
Provide advanced Tier II support for Windows desktops, macOS systems, mobile devices, software applications, peripherals, and related technologies.
Diagnose and resolve complex hardware, software, authentication, network-connectivity, identity, and endpoint-performance issues.
Prepare, image, configure, inventory, test, and deploy Windows, macOS, iOS, and Android devices.
Install, configure, troubleshoot, patch, upgrade, and maintain approved software, hardware, firmware, and security configurations.
Use endpoint-management platforms such as Microsoft Intune, JAMF, Ivanti Endpoint Manager, KACE, or equivalent tools.
Administer Microsoft Entra ID and Active Directory functions, including user provisioning, group management, identity lifecycle activities, and approved Group Policy adjustments.
Support multi-factor authentication, role-based access controls, cloud applications, secure remote connectivity, and AWS-integrated identity services.
Analyze Windows Event Viewer, macOS Console logs, system logs, and monitoring data to identify root causes and prevent recurring issues.
Support macOS and iOS administration, including device enrollment, configuration profiles, FileVault management, authentication integration, and compliance controls.
Validate device images, patch levels, security baselines, endpoint configurations, and system-log reporting.
Assist Tier I technicians with escalated issues and provide technical guidance, mentoring, and troubleshooting support.
Develop and maintain standard operating procedures, knowledge-base articles, user guides, troubleshooting documentation, and automation scripts.
Provide conference-room technology support and daily on-call office support.
Communicate ticket status, troubleshooting progress, and resolutions clearly to employees and technical teams.
Replace defective or obsolete hardware and software components and maintain accurate asset records.
Perform secure drive sanitization and destruction using BitRaser or other approved tools.
Use approved cloning tools and software to support workstation deployment, refresh, migration, and recovery activities.
Participate in patch-management and vulnerability-remediation activities, including remediation associated with Nessus findings.
Assist with outages, service disruptions, cybersecurity incidents, and emergency-response activities.
Identify recurring technical issues and recommend corrective actions and service improvements.
Apply Zero Trust, defense-in-depth, encryption, data-loss-prevention, and secure credential-handling requirements.
Work approximately 40 hours per week during normal business hours of 8:30 a.m. to 5:00 p.m., Monday through Friday.
Provide occasional after-hours support during outages, emergencies, or other approved operational requirements.

Qualifications/Experience

Extensive experience providing Tier II help desk, desktop support, endpoint administration, or computer-support services in an enterprise environment.
Experience supporting Windows and macOS operating systems.
Experience imaging, deploying, configuring, maintaining, and troubleshooting computers and mobile devices.
Experience using Microsoft Intune, JAMF, Ivanti, KACE, or comparable endpoint-management platforms.
Experience supporting Microsoft Entra ID, Active Directory, MFA, role-based access controls, and identity-management services.
Experience diagnosing authentication, connectivity, hardware, software, and endpoint-performance issues.
Experience analyzing Windows and macOS system logs.
Experience with patch management, configuration baselines, automated imaging, and vulnerability remediation.
Experience supporting cloud or hybrid environments, including AWS-hosted resources or integrations.
Experience coordinating with Service Desk, Engineering, Network Operations, Cloud Services, and Cybersecurity teams.
Experience creating technical procedures, knowledge-base articles, user guides, and troubleshooting documentation.
Experience providing professional customer support and mentoring less-experienced technicians.
Bachelors degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Computer Engineering, or a closely related field is preferred.
No specific minimum number of years of experience is stated; however, candidates should demonstrate extensive experience performing similar work.

Required Skills

Advanced technical troubleshooting and root-cause analysis.
Windows and macOS endpoint administration.
Microsoft Intune, JAMF, Ivanti, KACE, or equivalent platform experience.
Microsoft Entra ID and Active Directory support.
Mobile-device enrollment and administration.
MFA and secure remote-access troubleshooting.
Computer imaging, configuration, and deployment.
Patch management and vulnerability remediation.
Hardware, software, and peripheral support.
Windows Event Viewer and macOS Console log analysis.
Cloud and hybrid-environment support.
Zero Trust and endpoint-security principles.
Technical documentation and knowledge-base development.
Automation and scripting capabilities.
Ticket management and workload prioritization.
Strong customer service and problem-solving skills.
Clear written and verbal communication.
Ability to work independently and coordinate with multiple technical teams.
Ability to mentor and support Tier I technicians.
Ability to maintain professionalism and responsiveness under tight deadlines.

Certification

The following certifications are preferred:

CompTIA Security+
Microsoft Certified: Endpoint Administrator Associate or equivalent
Apple Certified IT Professional
AWS Certified Cloud Practitioner or higher-level AWS certification
AWS Certified SysOps Administrator Associate
ITIL Foundation or equivalent service-management certification

Clearance/Security

Must be a U.S. citizen, lawful permanent resident, or eligible H-1B worker who meets all employment and contract eligibility requirements.
Must successfully complete an FBI criminal-history check.
Must complete fingerprinting at U.S. Capitol Police headquarters before beginning work.
Must receive favorable approval for access to agency facilities and information systems.
Must complete required cybersecurity, computer-access, content-management, and annual IT Security Awareness training.
Must sign required confidentiality or nondisclosure agreements.
Must protect confidential agency information, systems, records, equipment, and data.
A security clearance is not specifically required.
Work will primarily be performed on-site in Washington, DC, with occasional work in Manassas and Ashburn, Virginia.

Salary

TBD