IT Help Desk Specialist CBO

Position Overview:

The Rehancement Group Inc. (TRG) is seeking two experienced IT Help Desk Specialists to provide advanced Tier II desktop and endpoint support services for the Congressional Budget Office (CBO). This position supports a modern enterprise information technology environment by providing installation configuration deployment troubleshooting maintenance and lifecycle support for desktop computers laptops mobile devices operating systems enterprise applications and associated technologies.

The selected candidates will work directly with end users and collaborate with Service Desk Network Operations Cloud Services Engineering and Cybersecurity teams to maintain secure reliable and high-performing endpoint computing environments.

Location: Onsite Congressional Budget Office (CBO) Ford House Office Building Washington DC

Hours of Operation: 8:30 AM 5:00 PM (ET) Monday through Friday

Employment Type: Full-Time Contract Support

Security Requirements: Employment is contingent upon successfully satisfying all customer security fingerprinting suitability and facility access requirements.

Key Responsibilities

• Provide Tier II technical support for Windows macOS iOS and Android devices.
• Install configure troubleshoot repair and maintain desktop computers laptops mobile devices printers peripherals and conference room technology.
• Prepare image configure inventory deploy and validate new workstation and mobile device deployments.
• Support Microsoft Entra ID Active Directory Group Policy Multi-Factor Authentication (MFA) and user account administration.
• Administer and support Microsoft Intune JAMF Ivanti Endpoint Manager (EPM) KACE and Mobile Device Management (MDM) solutions.
• Perform workstation imaging operating system installations hardware refreshes software deployments workstation cloning and data migration activities.
• Troubleshoot hardware software authentication endpoint performance and connectivity issues using Windows Event Viewer macOS Console Microsoft Sentinel VSOC monitoring platforms Nessus and other enterprise diagnostic tools.
• Support patch management vulnerability remediation endpoint security baselines Zero Trust initiatives Defense-in-Depth strategies encryption technologies and Data Loss Prevention (DLP) requirements.
• Perform secure media sanitization utilizing BitRaser or approved enterprise tools.
• Develop and maintain Standard Operating Procedures (SOPs) Knowledge Base articles and technical documentation.
• Maintain accurate service records utilizing enterprise Help Desk ticketing systems to document prioritize track escalate and resolve customer support requests.
• Identify recurring technical issues and recommend process improvements and automation opportunities.
• Deliver professional responsive customer service while supporting mission-critical government operations.

Required Qualifications

• Bachelors Degree in Information Technology Computer Science Information Systems Engineering or a related technical discipline.
• Minimum five (5) years of experience providing enterprise desktop support Help Desk endpoint administration or systems support.
• Experience supporting Windows macOS iOS and Android operating systems.
• Experience supporting Microsoft Entra ID Active Directory Group Policy and Multi-Factor Authentication (MFA).
• Experience administering Microsoft Intune JAMF Ivanti Endpoint Manager (EPM) KACE and Mobile Device Management (MDM) platforms.
• Experience with workstation imaging operating system deployment software installation hardware refreshes endpoint management patch management and vulnerability remediation.
• Experience utilizing Microsoft Sentinel VSOC monitoring platforms Nessus Windows Event Viewer macOS Console BitRaser and enterprise troubleshooting tools.
• Experience utilizing enterprise Help Desk ticketing systems to receive document prioritize track and resolve technical support requests.
• Strong analytical troubleshooting communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced government information technology environment.

Preferred Qualifications

• CompTIA Security
• Microsoft Certified: Endpoint Administrator Associate
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner (or higher)
• ITIL Foundation
• Experience supporting a federal civilian agency or other government enterprise IT environment.

Security & Suitability Requirements

Selected candidates must be able to:

• Successfully complete an FBI criminal history check.
• Successfully complete fingerprinting conducted by the U.S. Capitol Police prior to beginning work.
• Obtain and maintain all required government credentials and facility access.
• Complete all required government cybersecurity computer access content management and information security awareness training.
• Comply with all government information security confidentiality acceptable use and records management policies throughout the period of performance.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact Dawn Newton HR and Talent Acquisition Manager at

Required Experience:

IC