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

- **Company:** Cadence, Inc.
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, User Authentication, Build Automation, Cloud Computing, Configuration Management, CompTIA Security+, Cyber Security, Firmware, Log Files, Network Connections, Azure Active Directory, Zero Trust Network Access, Software Vulnerability Management, Computer Network Operations, Peripherals, Microsoft InTune, Information Technology, Patch Management, Nessus, Casper Suite, CIS Benchmarks, Event Viewer, User Administration, Vulnerability Analysis
- **Published:** July 9, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9020818/it-help-desk-specialist-tier-ii-journeyman-computer-support

## About the Role

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

## Description

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


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