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Journeyman IT Help Desk Specialist

Bailey Information Technology
  • Washington
    30+ days ago

    Job Description

    Position: Journeyman IT Help Desk Specialist
    Location: Washington, DC

    Position Summary
    BIT, LLC is seeking a Journeyman IT Help Desk Specialist to provide advanced Tier II front-line technical support to  client staff (~275 employees). This role delivers hands-on deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices, and serves as a technical escalation point above Tier I support. The estimated workload is approximately 7–9 service tickets per day (~270/month), generally moderate in complexity with periodic advanced troubleshooting.
    Key Responsibilities
    • Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with onboarding documentation, security baselines, and division-specific requirements
    • Install, configure, troubleshoot, and maintain employee hardware, software, and peripherals across Windows and macOS environments, including patches, firmware updates, and Zero Trust / Defense-in-Depth security configurations
    • Register and manage mobile devices (iOS, Android) within enterprise MDM platforms; support end users with authentication, MFA, and secure remote connectivity
    • Administer endpoint management and automation tooling — Ivanti EPM, KACE, JAMF, and Microsoft Intune — to deploy software and enforce configuration policy
    • Administer Microsoft Entra ID / Active Directory: user account provisioning, group policy adjustments, and identity lifecycle management
    • Diagnose and resolve complex issues — MFA failures, identity anomalies, network connectivity problems, endpoint irregularities — using independent judgment to identify root cause
    • Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop evidence-based, recurring-issue prevention solutions
    • Mentor and support Tier I personnel: enforce best practices, validate SOPs, review escalations
    • Coordinate with Service Desk, Network Operations, Cloud Services, and Cybersecurity teams to ensure timely, consistent issue resolution
    • Maintain clear, timely communication on ticket status and resolution via the official tracking system
    • Replace defective/obsolete hardware and software; maintain accurate asset records
    • Perform secure drive sanitization and destruction (e.g., BitRaser) with required certificates of destruction
    • Support patch management and vulnerability remediation cycles, prioritizing findings from vulnerability scanning tools (e.g., Nessus)
    • Participate in incident response and outage/emergency support as needed
    Required Knowledge, Skills & Abilities
    • Enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, and configuration management
    • Direct experience with endpoint management platforms: Ivanti, KACE, Microsoft Intune, and JAMF
    • Identity and access management: Microsoft Entra ID / Active Directory, MFA, role-based access controls, AWS-integrated identity
    • Ability to diagnose authentication, connectivity, and endpoint performance issues via system logs and diagnostic tools
    • Ability to coordinate cross-team incident response with Service Desk, NetOps, and Cybersecurity
    • Strong understanding of patch management, baseline configuration, and automated imaging workflows
    • Familiarity with cloud/hybrid environment management, including AWS-hosted resources and on-prem/cloud identity integration
    • Working knowledge of Zero Trust security principles
    • Strong written and verbal communication; ability to document procedures, build user guides, and mentor junior technicians
    • Excellent customer service and problem-solving skills; ability to prioritize under deadline pressure
    Preferred Certifications
    • CompTIA Security+
    • Microsoft Certified: Endpoint Administrator Associate (or equivalent)
    • Apple Certified IT Professional
    • AWS Certified Cloud Practitioner (or higher-level AWS certification)
    • ITIL Foundation (or equivalent service management certification)
    • Certified SysOps Administrator – Associate
    Preferred Education
    Bachelor's degree in Information Technology, Computer Science, or a closely related field.
    Security & Suitability Requirements
    • Must be a U.S. Citizen, Lawful Permanent Resident, or H-1B visa holder (if otherwise eligible for the role, including work authorization)
    • Must obtain a favorable FBI criminal history check and complete fingerprinting at U.S. Capitol Police headquarters, Washington, DC, prior to start
    • Must complete CBO IT Security Awareness training prior to start and annually thereafter
    • Must maintain strict confidentiality of all CBO information (financial, personnel, and proprietary data) per contract security requirements
    • Must visibly wear contractor identification badge at all times while on the Congressional campus

     

    Numbers & Facts

    LocationWashington

    Skills

    • Access Controlunmatched
    • Amazon Web Services (AWS)unmatched
    • Analysis Skillsunmatched
    • Androidunmatched
    • Appleunmatched
    • Authenticationunmatched
    • Automationunmatched
    • Best Practicesunmatched
    • Cloud Computingunmatched
    • Communication Skillsunmatched
    • CompTIA Security+unmatched
    • Computer Firmwareunmatched
    • Computer Maintenanceunmatched
    • Computer Scienceunmatched
    • Computer Securityunmatched
    • Configuration Managementunmatched
    • Contract Requirementsunmatched
    • Customer Support/Serviceunmatched
    • Defense in Depthunmatched
    • Desktop Administrationunmatched
    • Documentationunmatched
    • Environmental Managementunmatched
    • Establish Prioritiesunmatched
    • Federal Bureau of Investigation (FBI)unmatched
    • Help Deskunmatched
    • Hybrid Cloudunmatched
    • ITIL (IT Infrastructure Library)unmatched
    • Identify Issuesunmatched
    • Identity Data Managementunmatched
    • Incident Responseunmatched
    • Information Technology & Information Systemsunmatched
    • Internet Securityunmatched
    • Mac Operating Systemunmatched
    • Machine Toolunmatched
    • Manufacturing Data Managementunmatched
    • Mentoringunmatched
    • Microsoft Access Databaseunmatched
    • Microsoft Active Directoryunmatched
    • Microsoft Product Familyunmatched
    • Microsoft Windows Desktopunmatched
    • Microsoft Windows Operating Systemunmatched
    • Microsoft Windows System Administrationunmatched
    • Mobile Devicesunmatched
    • Mobile Technologyunmatched
    • Nessusunmatched
    • Network Administration/Managementunmatched
    • Network Connectivityunmatched
    • Onboardingunmatched
    • Organizational Skillsunmatched
    • Peripheral Hardwareunmatched
    • Presentation/Verbal Skillsunmatched
    • Problem Solving Skillsunmatched
    • Project Estimatesunmatched
    • Record Keepingunmatched
    • Root Cause Analysisunmatched
    • Software Configuration Managementunmatched
    • Software Patchesunmatched
    • Standard Operating Procedures (SOP)unmatched
    • System Operationsunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • United States Citizenunmatched
    • Vulnerability Scannersunmatched
    • Writing Skillsunmatched
    • iOSunmatched

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