IT Help Desk Specialist

Bestica is hiring for an IT Helpdesk Specialist to supportCongressional Budget Office (CBO) in Washington DC.

Position Overview: Seeking experienced Tier II IT Help Desk Specialists to provide enterprise-level technical support in a fast-paced federal environment. The ideal candidate will possess strong experience supporting Windows and macOS workstations mobile devices enterprise endpoint management solutions identity management platforms and end-user support. This role requires excellent troubleshooting skills outstanding customer service and the ability to support a modern enterprise IT environment while maintaining high service standards.

Ideal Candidate: someone with hands-on experience in both Windows and Apple enterprise environments along with Microsoft Intune JAMF Active Directory and Microsoft Entra ID.

Required Qualifications:

• Bachelors degree in Computer Science Information Technology or a related technical field (or equivalent experience).
• Experience providing Tier II Help Desk or Desktop Support in an enterprise environment.
• Strong experience supporting:
  • Windows 10/11
  • macOS
  • Desktop and laptop hardware
  • Microsoft Office and enterprise applications
• Experience with:
  • Microsoft Active Directory
  • Microsoft Entra ID (Azure AD)
  • User account administration
  • Password resets
  • Multi-Factor Authentication (MFA)
  • Group Policy
• Experience supporting:
  • iPhone
  • iPad
  • Android devices
• Experience with enterprise endpoint management tools such as:
  • Microsoft Intune
  • JAMF
  • Ivanti
  • KACE
  • SCCM or equivalent
• Experience performing:
  • Desktop imaging
  • Software deployment
  • Patch management
  • Hardware deployment
  • Driver installation
  • Endpoint troubleshooting
• Excellent troubleshooting and analytical skills.

Preferred Certifications (One or more of the following):

• CompTIA Security
• Microsoft Certified: Endpoint Administrator Associate
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner
• AWS Certified SysOps Administrator Associate
• ITIL Foundation

Preferred Qualifications(Experience with one or more of the following):

• Microsoft Intune Administration
• JAMF Administration
• Apple Enterprise Device Management
• AWS Cloud support
• PowerShell scripting
• Endpoint automation
• Imaging automation
• Hardware asset management
• Asset inventory systems
• Conference room technology support
• Zero Trust architecture
• Endpoint security
• FileVault
• Vulnerability remediation
• Secure media destruction

Key Responsibilities

• Provide Tier II technical support for enterprise users via walk-up remote phone and ticketing systems.
• Troubleshoot and resolve hardware software operating system and network connectivity issues.
• Support Windows 10/11 desktops and laptops macOS devices iPhones iPads and Android devices.
• Install configure image deploy and maintain desktop and laptop systems.
• Perform hardware installations upgrades replacements and lifecycle management.
• Administer user accounts security groups password resets and access requests using Microsoft Active Directory and Microsoft Entra ID (Azure AD).
• Enroll configure manage and troubleshoot enterprise mobile devices.
• Utilize Microsoft Intune JAMF or equivalent endpoint management solutions for device administration and compliance.
• Deploy software updates operating system patches drivers and security updates.
• Diagnose authentication issues MFA problems endpoint performance issues and software conflicts.
• Maintain accurate incident records and update ticketing systems with troubleshooting activities and resolutions.
• Create and maintain Standard Operating Procedures (SOPs) knowledge base articles technical documentation and user guides.
• Support endpoint security initiatives including patch management encryption vulnerability remediation and Zero Trust security practices.
• Assist with conference room technology audiovisual equipment and end-user collaboration tools.
• Provide exceptional customer service while supporting executive and general user populations.
• Train end users on hardware software and enterprise IT services.
• Mentor junior technicians when required.