Tier II IT Help Desk Support Specialist

Vision IT is seeking a highly skilled Tier II IT Help Desk Support Specialist to provide enterprise-level desktop and endpoint support for a federal customer. This role is responsible for resolving complex technical issues, supporting Windows, macOS, and mobile environments, administering endpoint management platforms, and ensuring compliance with federal cybersecurity standards, including Zero Trust principles.

The ideal candidate is a customer-focused IT professional with strong troubleshooting skills, experience supporting enterprise environments, and the ability to collaborate across Service Desk, Network, Cloud, and Cybersecurity teams. In addition to daily operational support, this position participates in technology refreshes, infrastructure projects, automation initiatives, and incident response activities., Prepare, image, configure, and deploy Windows desktops, macOS systems, and mobile devices for new employees and technology refreshes. Install, configure, maintain, and troubleshoot enterprise hardware, software, operating systems, and peripherals. Support Windows, macOS, iOS, and Android devices while ensuring compliance with organizational security standards. Configure and manage enterprise mobile devices using Microsoft Intune, JAMF, and Mobile Device Management (MDM) platforms. Deploy software and operating system images using Ivanti EPM, KACE, or similar endpoint management tools. Perform system validation, endpoint compliance verification, and monitor logs to ensure systems meet security and operational standards. Troubleshoot complex issues involving: Multi-Factor Authentication (MFA) Microsoft Entra ID (Azure AD) and Active Directory Identity and access management Network connectivity Endpoint performance Windows Event Viewer and macOS Console logs Support Tier I technicians by reviewing escalations, mentoring staff, documenting procedures, and improving Service Desk knowledge articles. Administer user accounts, group memberships, and identity lifecycle management within Microsoft Entra ID and Active Directory. Manage macOS administration including FileVault encryption, configuration profiles, and enterprise authentication. Perform secure hard drive sanitization using BitRaser or approved destruction tools. Support workstation deployments, data migrations, and recovery using approved cloning software and hardware. Provide exceptional customer service by communicating ticket updates and resolutions through the enterprise ticketing system. Coordinate with Network Operations, Cloud Services, Engineering, and Cybersecurity teams to resolve technical issues. Analyze recurring technical problems and recommend process improvements. Ensure all work complies with federal cybersecurity requirements, including Zero Trust and Defense-in-Depth principles. Project & Engineering Responsibilities

Develop and improve automated imaging and deployment processes. Recommend and implement system improvements, policy changes, driver updates, and automation solutions. Participate in enterprise patch management and vulnerability remediation activities. Coordinate remediation efforts using Nessus vulnerability scan results. Collaborate with Cloud, Engineering, and Development teams to validate system readiness and administrative access. Participate in incident response activities, outage resolution, and emergency support efforts.

Experience supporting enterprise Windows and macOS environments. Hands-on experience with: Microsoft Intune JAMF Ivanti Endpoint Manager (EPM) KACE or similar endpoint management platforms Strong knowledge of: Microsoft Entra ID (Azure AD) Active Directory Multi-Factor Authentication (MFA) Identity and Access Management (IAM) Experience troubleshooting: Authentication issues Network connectivity Endpoint performance Windows Event Viewer macOS Console Knowledge of: Automated imaging Patch management Configuration management Endpoint security Understanding of AWS cloud environments and hybrid infrastructure. Experience supporting Zero Trust security frameworks and enterprise cybersecurity best practices. Strong documentation, communication, customer service, and organizational skills. Ability to manage multiple priorities while maintaining excellent customer service. Preferred Certifications

CompTIA Security+ Microsoft Certified: Endpoint Administrator Associate Apple Certified IT Professional AWS Certified Cloud Practitioner (or higher) AWS Certified SysOps Administrator - Associate ITIL Foundation Certification Preferred Education

Bachelor's degree in Information Technology, Computer Science, or a related technical discipline.

Must be eligible to successfully complete an FBI background investigation and fingerprinting. Must meet all federal contract eligibility requirements. Must maintain confidentiality of all government information and comply with federal security policies. Completion of required cybersecurity and agency-specific training is mandatory.

Why Vision IT?

At Vision IT, we lead with People First, ensuring our employees and customers thrive. We foster an environment of compassion, servant leadership, and operational excellence, enabling our teams to support mission-critical logistics with integrity and professionalism. If you are passionate about IT asset management, logistics, and ensuring operational success in a DoD environment, we want you on our team.

At Vision IT, we prioritize the health, well-being, and financial security of our employees with a comprehensive benefits package, including:

401(k) Plan: Company matching contributions to help you save for retirement. Dental & Vision Insurance: Coverage for dental care, eye exams, glasses, and contacts. Health Insurance: Comprehensive medical coverage. Paid Time Off (PTO): Generous policy to maintain work-life balance. Disability Insurance: Short-term and long-term protection for financial stability. Life & AD&D Insurance: Coverage for life and accidental death/dismemberment. Supplemental Benefits: Voluntary benefits for critical illness, accident, and hospital care. We are dedicated to supporting your health, well-being, and long-term financial goals.

Vision IT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Vision IT complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.