IT Help Desk Specialist (Tier II) - Journeyman Computer Support

We are seeking an experienced Tier II Computer Support Specialist to provide on-site technical support at a nonpartisan federal agency in Washington, DC. You will deliver advanced front-line support for approximately 275 professional staff, handling the deployment, maintenance, and troubleshooting of Windows, macOS, and mobile devices in a modern, security-focused enterprise environment.

This role goes beyond ticket resolution - you will help maintain and modernize the agency’s endpoint management environment, develop standard operating procedures and knowledge base articles, build automation scripts, and mentor Tier I technicians. You will work collaboratively with the agency’s Service Desk and coordinate with Tier III Engineering, Network Operations, and Cybersecurity teams.

The work site is directly across from the Federal Center SW Metro station (Blue, Orange, and Silver lines)., Image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with security baselines and agency standards Install, configure, troubleshoot, and repair hardware, software, and peripherals across Windows and macOS environments, including patches, firmware updates, and security configurations Enroll and manage iOS and Android devices in enterprise MDM platforms; support users with MFA, authentication, and secure remote connectivity Deploy software and enforce configuration baselines using endpoint management tools such as Ivanti EPM, KACE, Microsoft Intune, and JAMF Diagnose and resolve complex issues - MFA failures, identity anomalies, network connectivity, and endpoint irregularities - using independent judgment to identify root causes Administer Microsoft Entra ID / Active Directory: account provisioning, group policy adjustments, and identity lifecycle management Support macOS/iOS administration, including device enrollment, configuration profiles, and FileVault management Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop evidence-based solutions Create and validate SOPs, contribute to the knowledge base, and mentor Tier I technicians Perform secure drive sanitization and destruction using approved tools; maintain documentation and certificates of destruction Support workstation refreshes, data migrations, and asset management, documenting all changes Participate in patch management and vulnerability remediation cycles, coordinating with vulnerability scan findings (e.g., Nessus) Assist with conference room technology, outage response, and incident response activities as needed Communicate clearly and promptly on ticket status through the official tracking system in line with customer service metrics

Enterprise-level administration and support experience with both macOS and Windows, including imaging, deployment, and configuration management Hands-on experience with endpoint management platforms such as Ivanti, KACE, Microsoft Intune, and/or JAMF Experience managing and troubleshooting identity and access services: Microsoft Entra ID / Active Directory, MFA, role-based access controls, and AWS-integrated identity solutions Ability to diagnose authentication, connectivity, and performance issues through system log analysis (Event Viewer, macOS Console) Understanding of cloud and hybrid environments, including AWS-hosted resources and on-prem/cloud integrations Working knowledge of Zero Trust security principles and defense-in-depth practices Strong documentation and communication skills, including the ability to write user-friendly guides and mentor junior technicians Excellent customer service, problem-solving, and prioritization skills U.S. citizenship or lawful permanent residency (H1B holders meeting all other criteria may be considered); must pass an FBI criminal background check and fingerprinting prior to start

Preferred Qualifications

CompTIA Security+ Microsoft Certified: Endpoint Administrator Associate (or equivalent) Apple Certified IT Professional AWS Certified Cloud Practitioner (or higher) ITIL Foundation or equivalent service management certification AWS Certified SysOps Administrator - Associate Bachelor’s degree in Information Technology, Computer Science, or a closely related field

Occasional work at agency facilities in Manassas, VA and Ashburn, VA as directed Government-furnished workspace, equipment, and network access Contractor identification badge required at all times on the Congressional campus Occasional after-hours support may be required for outages or emergencies (overtime pre-approved in writing) Annual IT security awareness training and individual non-disclosure agreement required