IT Help Desk Specialist - Windows and macOS

CTE is seeking two experienced IT Help Desk Specialists to support a federal government agency’s enterprise technology environment. We are seeking one specialist with strong Microsoft/Windows expertise and one with strong Apple/macOS expertise. Both positions require support across Windows, macOS, and mobile devices. These roles combine Tier I/II user support with endpoint administration, device deployment, identity management, automation, and security improvement projects., * Install, configure, troubleshoot, and maintain Windows and macOS computers, mobile devices, applications, and peripherals.

• Perform imaging, software deployment, patch management, hardware refreshes, and configuration management using platforms such as Intune, JAMF, Ivanti, or KACE.
• Support Apple device enrollment, configuration profiles, FileVault, and integration with enterprise authentication services.
• Administer Microsoft Entra ID and Active Directory, including user provisioning, group membership, permissions, MFA, and role-based access.
• Diagnose authentication, connectivity, application, and endpoint performance issues using Windows Event Viewer, macOS Console, and other diagnostic tools.
• Develop PowerShell scripts and automate routine administrative, deployment, and troubleshooting tasks.
• Support AWS-hosted resources and identity integrations across cloud and on-premises environments.
• Apply security baselines, encryption, patching, and vulnerability remediation practices consistent with Zero Trust principles.
• Manage help desk tickets, document resolutions, and coordinate escalations with engineering, networking, and cybersecurity teams.
• Create and maintain SOPs, knowledge articles, and user guides; train users and mentor less experienced technicians.
• Support conference-room technology, onboarding/offboarding, asset inventory, and secure equipment retirement.

• At least five years of directly related IT support or systems administration experience.
• Enterprise support experience across Windows and macOS, with advanced expertise in either Microsoft endpoint administration or Apple device administration.
• Experience with one or more enterprise endpoint-management platforms, such as Microsoft Intune, JAMF, Ivanti, or KACE. Experience with every listed platform is not required.
• Hands-on experience with imaging, deployment, patching, configuration management, and complex troubleshooting.
• Experience with Active Directory/Entra ID, MFA, access management, and PowerShell.
• Experience supporting AWS resources or AWS-integrated identity services in a hybrid environment.
• Strong customer service, communication, documentation, and problem-solving skills.
• Ability to prioritize competing requests and work effectively with users and technical teams.
• U.S. citizenship and ability to complete required government background screening, including a favorable FBI criminal check and fingerprinting before starting work., * Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant experience will be reviewed for contract equivalency.
• CompTIA Security+, Microsoft Endpoint Administrator Associate or equivalent, Apple Certified IT Professional, ITIL Foundation, or relevant AWS certifications.
• Python scripting experience.
• Prior federal government support and executive/VIP support experience.