IT Help Desk Specialist

Position Overview: Seeking experienced Tier II IT Help Desk Specialists to provide enterprise-level technical support in a fast-paced federal environment. The ideal candidate will possess strong experience supporting Windows and macOS workstations, mobile devices, enterprise endpoint management solutions, identity management platforms, and end-user support. This role requires excellent troubleshooting skills, outstanding customer service, and the ability to support a modern enterprise IT environment while maintaining high service standards. Ideal Candidatesomeone with hands-on experience in both Windows and Apple enterprise environments, along with Microsoft Intune, JAMF, Active Directory, and Microsoft Entra ID.

Qualifications: Required QualificationsBachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent experience). Experience providing Tier II Help Desk or Desktop Support in an enterprise environment. Strong experience supporting: Windows 10/11 macOS Desktop and laptop hardware Microsoft Office and enterprise applications Experience with: Microsoft Active Directory Microsoft Entra ID (Azure AD) User account administration Password resets Multi-Factor Authentication (MFA) Group Policy Experience supporting: iPhone iPad Android devices Experience with enterprise endpoint management tools such as: Microsoft Intune JAMF Ivanti KACE SCCM or equivalent Experience performing: Desktop imaging Software deployment Patch management Hardware deployment Driver installation Endpoint troubleshooting Excellent troubleshooting and analytical skills. Preferred Certifications (One or more of the following) CompTIA Security+ Microsoft Certified: Endpoint Administrator Associate Apple Certified IT Professional AWS Certified Cloud Practitioner AWS Certified SysOps Administrator – Associate ITIL Foundation

Preferred Qualifications: (Experience with one or more of the following) Microsoft Intune Administration JAMF Administration Apple Enterprise Device Management AWS Cloud support PowerShell scripting Endpoint automation Imaging automation Hardware asset management Asset inventory systems Conference room technology support Zero Trust architecture Endpoint security FileVault Vulnerability remediation Secure media destruction

Key Responsibilities: Provide Tier II technical support for enterprise users via walk-up, remote, phone, and ticketing systems. Troubleshoot and resolve hardware, software, operating system, and network connectivity issues. Support Windows 10/11 desktops and laptops, macOS devices, iPhones, iPads, and Android devices. Install, configure, image, deploy, and maintain desktop and laptop systems. Perform hardware installations, upgrades, replacements, and lifecycle management. Administer user accounts, security groups, password resets, and access requests using Microsoft Active Directory and Microsoft Entra ID (Azure AD). Enroll, configure, manage, and troubleshoot enterprise mobile devices. Utilize Microsoft Intune, JAMF, or equivalent endpoint management solutions for device administration and compliance. Deploy software updates, operating system patches, drivers, and security updates. Diagnose authentication issues, MFA problems, endpoint performance issues, and software conflicts. Maintain accurate incident records and update ticketing systems with troubleshooting activities and resolutions. Create and maintain Standard Operating Procedures (SOPs), knowledge base articles, technical documentation, and user guides. Support endpoint security initiatives including patch management, encryption, vulnerability remediation, and Zero Trust security practices. Assist with conference room technology, audiovisual equipment, and end-user collaboration tools. Provide exceptional customer service while supporting executive and general user populations. Train end users on hardware, software, and enterprise IT services. Mentor junior technicians when required.