Journeyman Computer Support Specialist

Locations:

Work will primarily be performed on-site at the following location:

1. Congressional Budget Office Ford House Office Building, 4th Floor 2nd and D Streets SW

Washington, DC 20515

Work may occasionally be performed at the following CBO facilities:

1. Alternate Computing Facility (ACF) - 9050 Wellington Road Manassas, VA 20109

2. Equinix, Inc. (EQX) - 21711 Filigree Court Ashburn VA 20147

Objectives:

The Contractor employees shall serve as help desk specialists responsible for the timely delivery of technical support services to agency staff. They will provide advanced front-line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices; install, configure, troubleshoot, and perform complex repairs to employee hardware and software systems; and provide technical assistance and guidance to staff. The Contractor employees shall support the Agency in maintaining and modernizing its endpoint management environment across macOS, Windows, and mobile platforms, while promoting operational excellence through the development of standard operating procedures, knowledge base articles, and automation scripts. The Contractor employees shall work collaboratively with the Agency's existing Service Desk personnel and coordinate with internal Tier III Engineering, Network Operations, and Cybersecurity teams to ensure consistent, high-quality service delivery

Scope of Work for IT Help Desk Support

The Contractor employees shall provide direct support by managing requests through the help desk ticketing system, troubleshooting the most sophisticated hardware and software issues, and providing guidance to less experienced specialists within the team. The Contractor employees will also provide oncall daily office support and assist with conference room technology support. They may work on IT projects in addition to the help desk function under certain circumstances. To clarify scope and set accurate expectations, duties are organized into three functional categories:

• Daily — Primary day-to-day responsibilities performed consistently throughout the performance period.
• Project — Periodic tasks tied to specific initiatives, upgrades, or improvement efforts.
• Engineering/Periodic — Advanced or strategic functions performed on an as-needed basis; not intended to represent the primary daily workload of Tier II Specialists.

Daily Tasks

• Inspect computer equipment and prepare systems for deployment based on onboarding documentation and division-specific requirements, ensuring proper imaging, configuration, and inventory registration prior to delivery.
• Deploy and configure Windows desktops, macOS systems, and mobile devices following the imaging process, ensuring each device is properly inventoried, validated against security baselines, and ready for end-user delivery in accordance with division-specific requirements and IRM standards.
• Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments, including upgrades, patches, firmware updates, and approved security configurations to maintain compliance with Zero Trust and Defense-in-Depth standards.
• Register and configure mobile devices (iOS, Android) within enterprise mobile device management (MDM) platforms; provide users with training and troubleshooting on authentication, MFA, and secure remote connectivity.
• Load and verify software packages and configuration baselines through automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent, ensuring accuracy and adherence to approved division templates.
• Execute system verification tests by entering administrative commands and monitoring log output to validate image integrity, patch levels, and compliance with endpoint security policies; confirm logs are being received in accordance with guidance from Sentinel, VSOC, and other monitoring platforms.
• Diagnose and resolve complex system issues, including multi-factor authentication failures, identity anomalies, network connectivity problems, and endpoint irregularities, applying independent judgment to identify root causes and implement corrective actions while protecting sensitive data.
• Support Tier I personnel by enforcing best practices, creating and validating SOPs, reviewing escalations, and collaborating on issue resolution. Leverage JAMF and Microsoft Intune for endpoint automation and configuration management. Apply system administration expertise to analyze Windows Event Viewer and macOS Console logs, identify error patterns, and develop evidence-based solutions to prevent recurrence.
• Instruct users on the effective use of equipment, collaboration software, cloud services, and selfservice resources; contribute to end-user documentation and knowledge base updates. • Coordinate activities with the Service Desk, Network Operations, Cloud Services, and Cybersecurity teams to ensure timely issue resolution and alignment with IRM standards.
• Provide clear and timely communication on ticket status, updates, and resolutions through the official tracking system, voicemail, email, or direct user interaction in accordance with customer service performance metrics.
• Replace defective or obsolete hardware and software components, document all changes, and verify asset records in accordance with CBO asset management procedures.
• Identify and analyze recurring problem trends, develop mitigation strategies, and present findings and improvement recommendations to IRM management.
• Ensure rigorous application of information security and information assurance principles in all aspects of customer support, including encryption, data loss prevention, and secure credential handling.
• Administer Microsoft Entra ID / Active Directory environments, including user account provisioning, group policy adjustments, and identity lifecycle management, in coordination with IAM governance.
• Support macOS and iOS administration, including device enrollment, configuration profile deployment, FileVault management, and integration with enterprise authentication and compliance frameworks.
• Perform secure drive sanitization and destruction using BitRaser or other approved tools, maintaining required documentation and certificates of destruction.
• Use approved hard drive cloning devices and software to support workstation deployments, refreshes, data migrations, and recovery operations

Periodic Project and Engineering Tasks

• Recommend and implement advanced remedial measures — such as driver updates, policy adjustments, or imaging corrections — to restore full functionality and prevent recurrence. Coordinate reviews with the Chief Information Officer (CIO) / Deputy Chief Information Officer (DCIO) and automate solutions where feasible.
• Implement and document imaging strategies that leverage automation, scripting, and divisionspecific baselines to deliver secure, consistent workstation builds across all platforms.
• Participate in patch management and vulnerability remediation cycles, ensuring timely updates and adherence to established configuration management policies; coordinate with Nessus scan findings to prioritize remediation of critical and high-severity vulnerabilities.
• Collaborate with IRM technical leads (Cloud, Engineering, and Development teams) to assess environment readiness, validate permissions, and confirm that personnel maintain appropriate administrative access for Tier II and escalation functions.
• Assist in responding to outages, service disruptions, and other emergencies, including participation in incident response activities.

Personnel Requirements

• The Contractor employees performing the work under this contract must possess the following knowledge, skills, and abilities:
• Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines.
• Experience utilizing and supporting endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies, and streamline routine tasks.
• The ability to manage and troubleshoot identity and access management services, including Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions.
• The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant monitoring tools.
• The ability to coordinate cross-team incident response activities by working closely with the Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation, escalation, and remediation of technical issues.
• A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows.
• A strong understanding of cloud and hybrid environment management, with specific experience supporting AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructures.
• A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization’s security, compliance, and configuration standards.
• Clear and effective communication, including the ability to document technical procedures, create user-friendly guides, and mentor Level I technicians to enhance overall Service Desk capability.
• Must have excellent customer service and problem-solving skills and the ability to prioritize tasks to meet tight deadlines while maintaining professionalism and responsiveness

Preferred Certifications

• CompTIA Security+ o Microsoft Certified: Endpoint Administrator Associate (or equivalent)
• Apple Certified IT Professional o AWS Certified Cloud Practitioner (or higher-level AWS certification)
• ITIL Foundation or equivalent certification in service management
• Certified SysOps Administrator Associate

Preferred Education

• Bachelor’s degree in information technology, Computer Science, or a closely related field.