IT Help Desk Specialist
Skills
Computer ScienceAirline TicketingDevice ManagementIT LeadershipIdentity And Access ManagementPermissionsPremises
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree in Information Technology Computer Science or closely related field
- Experience with Ivanti KACE Microsoft Intune and/or JAMF
- Enterprise administration of macOS and Windows including imaging deployment and configuration management
- Ability to troubleshoot Microsoft Entra ID Active Directory MFA RBAC and AWS-integrated identity solutions
- Experience diagnosing authentication connectivity and endpoint performance issues using system logs
- Experience coordinating incident response with Service Desk Network Operations and Cybersecurity teams
- Strong understanding of patch management baseline configuration and automated imaging processes
- Familiarity with cloud and hybrid environments including AWS-hosted resources
- Working knowledge of Zero Trust security principles
- Strong written and verbal communication skills
- Excellent customer service and problem-solving skills
- Must be a U.S. citizen
Nice to have
- Customer focused
- Detail oriented
- Analytical
- Collaborative
- Proactive
- Mentoring ability
Day to day
- Provide on-site Tier II help desk support for a federal agency in a mixed Windows and macOS environment
- Image configure and deploy desktops mobile devices and peripherals while validating security baselines and compliance settings
- Troubleshoot complex endpoint identity and connectivity issues using logs automation tools and direct user support
- Manage service tickets communicate resolutions and support incident response patching and remediation activities
- Mentor Tier I staff create SOPs and recommend process improvements to reduce recurring problems
Hiring process
- Submit application
- Favorable FBI background check
- Fingerprinting
- Complete IT Security Awareness training
- Sign NDA