IT Help Desk Specialist

• Manage help desk requests through CBO’s ticketing system from intake through resolution
• Support a moderate ticket workload with occasional advanced troubleshooting needs
• Provide timely technical support to CBO staff for hardware, software, and endpoint issues
• Troubleshoot mobile device, authentication, connectivity, and secure access issues
• Guide users on equipment, collaboration tools, cloud services, and self-service resources
• Deliver clear ticket updates, resolution notes, and user communications through approved channels
• Respond to assigned daily office technology support needs
• Assist with conference room technology support and related user assistance

• Prepare computer equipment for deployment using onboarding and division-specific requirements
• Image, configure, deploy, validate, and inventory Windows desktops for end users
• Configure, deploy, validate, and inventory macOS systems for end users
• Validate deployed devices against approved security baselines and inventory records
• Install, troubleshoot, maintain, upgrade, and patch employee hardware and software
• Maintain peripheral components, firmware updates, and approved security configurations
• Register and configure iOS and Android devices in enterprise MDM platforms
• Load and verify software packages through approved imaging and patching tools
• Check configuration baselines through Ivanti EPM, KACE, or equivalent tools
• Support workstation deployments, refreshes, data migrations, and recovery operations

• Diagnose MFA failures, identity anomalies, endpoint irregularities, and access issues
• Resolve network connectivity problems and endpoint performance issues using sound judgment
• Analyze Windows Event Viewer data to identify errors, patterns, and corrective actions
• Review macOS Console diagnostics, system logs, and monitoring data to resolve issues
• Monitor log output to validate image integrity, patch levels, and security compliance
• Administer Microsoft Entra ID / Active Directory environments with IAM governance
• Support user account provisioning, group policy adjustments, and identity lifecycle management
• Manage macOS and iOS enrollment, configuration profiles, FileVault, and authentication integration
• Apply JAMF and Microsoft Intune for endpoint automation and configuration management
• Use approved endpoint tools to support automation, policy enforcement, and device management

• Validate image integrity, patch levels, endpoint security policies, and approved configurations
• Apply information security and information assurance principles in customer support activities
• Support encryption, data loss prevention, and secure credential handling during support work
• Assist with patch management and vulnerability remediation cycles across supported endpoints
• Coordinate remediation of critical and high-severity findings based on Nessus scan results
• Replace defective or obsolete components and document hardware, software, and asset changes
• Perform secure drive sanitization and destruction using BitRaser or other approved tools
• Maintain required documentation and certificates for secure drive destruction activities

• Create SOPs, knowledge base articles, user guides, technical procedures, and automation scripts
• Document technical procedures in a clear format for users and internal support teams
• Support Tier I personnel by promoting best practices, reviewing escalations, and resolving issues
• Coordinate with Service Desk and Network Operations teams on support and escalation needs
• Partner with Cloud Services, Engineering, Development, and Cybersecurity teams as needed
• Identify recurring problem trends and recommend practical mitigation strategies
• Recommend remedial actions such as driver updates, policy changes, or imaging corrections
• Assist with outages, service disruptions, emergencies, and incident response activities

• Experience with imaging, deployment, configuration management, and security baselines
• Experience using Ivanti, KACE, Microsoft Intune, JAMF, or similar endpoint tools
• Experience deploying software, managing devices, enforcing policies, and automating routine tasks
• Experience supporting AWS-hosted resources, identity services, and hybrid infrastructure integrations
• Strong understanding of advanced system administration and patch management
• Strong understanding of baseline configuration and automated imaging processes
• Strong understanding of cloud and hybrid environment management
• Strong understanding of Zero Trust security principles
• Knowledge of organizational security, compliance, and configuration standards
• Excellent customer service and problem-solving skills

• Must be able to support macOS and Windows systems in an enterprise environment
• Ability to manage and troubleshoot Microsoft Entra ID / Active Directory services
• Ability to support MFA, role-based access controls, and AWS-integrated identity solutions
• Ability to diagnose authentication, connectivity, and endpoint performance issues
• Ability to analyze system logs, Windows Event Viewer data, and macOS Console diagnostics
• Ability to coordinate with Service Desk, Network Operations, and Cybersecurity teams
• Ability to support timely investigation, escalation, and remediation of technical issues
• Ability to troubleshoot and improve endpoint deployment workflows
• Ability to ensure endpoint, user, and network interactions follow security standards
• Ability to communicate clearly and effectively with users and technical teams
• Ability to document technical procedures and create user-friendly guides
• Ability to mentor Level I technicians and strengthen Service Desk capability
• Ability to prioritize tasks, meet tight deadlines, and remain professional and responsive

• Washington, DC 20515

• Travel may be required

• Monday–Friday, 40 hours per week

• N/A

• U.S. citizenship required as it supports the U.S. federal government

•  Congressional Budget Office (CBO)

• Employment Classification Eligibility — Exempt

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