Journeyman Computer Support Specialist - IT Help Desk

• It is a 100% Onsite Position in Washington, DC
  


• Schedule: Monday–Friday, 8:30 AM to 5:00 PM (Approx. 40 hours/week)
  


• Must be a U.S. citizen, lawful permanent resident, or H1B visa holder meeting all work eligibility criteria.
  


• Must successfully pass a favorable FBI criminal background check and be fingerprinted at the U.S. Capitol Police headquarters prior to starting work.
  


• Required to maintain strict confidentiality of all client information.
  

• Daily Operations & Support
  

• Provide direct support by managing requests through the help desk ticketing system and troubleshooting sophisticated hardware and software issues.
  


• Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across both Windows and macOS environments.
  


• Deploy and configure Windows desktops, macOS systems, and mobile devices, ensuring proper imaging, configuration, and validation against security baselines.
  


• Register and configure mobile devices (iOS, Android) within enterprise mobile device management (MDM) platforms, and provide end-user training on authentication and secure remote connectivity.
  


• Administer Microsoft Entra ID / Active Directory environments, focusing on user account provisioning, group policy adjustments, and identity lifecycle management.
  


• Support macOS and iOS administration, including device enrollment, FileVault management, and configuration profile deployment.
  


• Provide on-call daily office support and assist with conference room technology setup and troubleshooting.
  


• Guide and support Tier I personnel by enforcing best practices, creating and validating standard operating procedures (SOPs), and reviewing escalations.
  

• Security & Systems Administration
  

• Ensure all endpoint and user interactions adhere strictly to Zero Trust and Defense-in-Depth security standards.
  


• Diagnose complex system issues including multi-factor authentication (MFA) failures, identity anomalies, and network connectivity problems, while protecting sensitive data.
  


• Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop solutions to prevent recurrence.
  


• Load and verify software packages using automated imaging and patching tools such as Ivanti EPM or KACE.
  


• Leverage platforms like JAMF and Microsoft Intune for configuration management and endpoint automation.
  


• Perform secure drive sanitization and destruction using approved tools like BitRaser, maintaining necessary certificates of destruction.
  

• Periodic Project & Engineering Tasks
  

• Implement imaging strategies utilizing automation and scripting to deliver secure, consistent workstation builds.
  


• Participate in vulnerability remediation and patch management cycles, coordinating with Nessus scan findings to address critical and high-severity vulnerabilities.
  


• Recommend advanced remedial measures, such as policy adjustments or driver updates, to restore functionality and prevent future issues.
  


• Assist in incident response activities, responding to outages, service disruptions, and emergencies.
  

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a closely related field.
  


• CompTIA Security+, Microsoft Certified: Endpoint Administrator Associate, Apple Certified IT Professional, AWS Certified Cloud Practitioner (or higher), ITIL Foundation, or Certified SysOps Administrator - Associate.
  


• Enterprise-level administration and support experience for Windows and macOS operating systems, including deployment and adherence to security baselines.
  


• Experience utilizing endpoint management platforms (e.g., Ivanti, KACE, Microsoft Intune, JAMF) to deploy software and enforce policies.
  


• Strong capability in managing identity and access management services, specifically Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), and AWS-integrated identity solutions.
  


• Ability to analyze system logs and monitoring tools to resolve authentication, connectivity, and performance issues.
  


• Strong understanding of cloud and hybrid environments, with experience supporting AWS-hosted resources.
  


• Excellent customer service, prioritization, and problem-solving skills, with the ability to meet tight deadlines.
  


• Effective communication skills to document technical procedures, build user guides, and mentor Level I technicians.