IT Help Desk Specialist

Leading with our people Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality opportunity and creativity we remain dedicated to being honest trustworthy respectful and ethical in everything we are a certified SBA 8(a) small disadvantaged business that supports multiple IT customers within the Federal civilian and private sectors. Digital Consultants also offers our employees growth opportunities competitive wages and a full benefits package. Our founding principles Fairness and Common Sense make working here more than a job; its the Digital family.

Digital Consultants is seeking an experienced IT Help Desk Specialist for a proposed contract supporting the Congressional Budget Office in Washington DC. These fully on-site key personnel positions are contingent upon contract award. The specialists will provide advanced Tier II front-line support across Windows macOS iOS and Android environments; deploy and maintain endpoint devices; resolve complex hardware software identity connectivity and security issues; and collaborate with Service Desk Engineering Network Operations Cloud Services and Cybersecurity teams. This is not a conventional entry-level help desk role; it combines customer support with endpoint administration identity support scripting and automation vulnerability remediation secure imaging patching configuration management and periodic engineering tasks. The anticipated workload averages approximately 7-9 service tickets per day or about 270 tickets per month with volume fluctuating during upgrades and enterprise initiatives.

Duties to include:

• Inspect image configure inventory deploy and validate Windows desktops macOS systems mobile devices and peripherals for end users.
• Install troubleshoot repair patch and maintain approved hardware and software while complying with security baselines Zero Trust and Defense-in-Depth requirements.
• Administer and troubleshoot Microsoft Entra ID/Active Directory MFA role-based access user provisioning group policies and identity lifecycle activities.
• Use endpoint management tools such as Microsoft Intune JAMF Ivanti EPM KACE or equivalent platforms to deploy software enforce policies automate configurations and manage devices.
• Diagnose complex authentication connectivity endpoint performance imaging and configuration issues using Windows Event Viewer macOS Console system logs and monitoring tools.
• Provide on-call office support conference room technology assistance and responsive customer service through the official ticketing system email telephone and direct interaction.
• Mentor Tier I personnel review escalations enforce support best practices and create or update SOPs user guides and knowledge base articles.
• Coordinate incident response outage restoration vulnerability remediation and technical escalations with Service Desk Network Operations Cloud Engineering and Cybersecurity teams.
• Support patch management Nessus-driven vulnerability remediation secure imaging workstation refreshes cloning data migration and recovery activities.
• Maintain accurate asset and ticket records; replace defective equipment; perform secure drive sanitization or destruction using BitRaser or approved tools; and retain required certificates and documentation.
• Identify recurring problem trends conduct root-cause analysis recommend corrective actions and automate repeatable solutions where feasible.
• Protect CBO information and systems comply with confidentiality and records-handling requirements and immediately report suspected unauthorized access disclosure or loss.

• Clearance: No security clearance is specified. Candidates must be U.S. citizens lawful permanent residents or H-1B workers who otherwise satisfy all work-eligibility and access requirements. Before starting work each candidate must receive favorable results from an FBI criminal history check and complete fingerprinting at U.S. Capitol Police headquarters in Washington DC. Additional CBO cybersecurity computer-access confidentiality and content-management training may also be required.
• Preferred Certifications (not required): CompTIA Security Microsoft Certified: Endpoint Administrator Associate (or equivalent) Apple Certified IT Professional AWS Certified Cloud Practitioner or higher ITIL Foundation or equivalent and/or AWS Certified SysOps Administrator - Associate.
• Preferred Education (not required): Bachelors degree in Information Technology Computer Science or a closely related field.
• Experience: Minimum of five (5) years of progressively responsible experience providing enterprise IT support including at least three (3) years performing Tier II desktop endpoint or computer support in a mixed Windows and macOS environment. Experience should include endpoint deployment and management identity and access troubleshooting mobile-device support patching imaging security compliance and coordination with network cloud and cybersecurity teams.
  • Experience with imaging deployment configuration management and security baselines
  • Experience using Ivanti KACE Microsoft Intune JAMF or similar endpoint management 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 Zero Trust security principles and organizational security/compliance standards
  • Ability to support macOS and Windows systems in an enterprise environment
  • Ability to manage and troubleshoot Microsoft Entra ID / Active Directory and MFA/role-based access controls
  • Ability to diagnose authentication connectivity and endpoint performance issues and analyze system logs (Windows Event Viewer macOS Console)
  • Experience with vulnerability remediation and coordinating fixes based on Nessus scan results
  • Experience with secure drive sanitization/destruction tools (e.g. BitRaser) and encryption technologies (FileVault)
  • Excellent customer service problem-solving skills and ability to document technical procedures and create user guides
  • Ability to mentor Level I technicians and coordinate with Service Desk Network Operations and Cybersecurity teams
• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation be able to sit stand use computers and monitors and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion (e.g. moving a case of paper or similar task) that may occur occasionally.

Compensation and Benefits: The anticipated salary range for each position is $85000 - $90000 annually depending on qualifications experience certifications and contract funding. The company offers the following benefits to permanent full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants an inclusive and welcoming company is fully committed to hiring and retaining a diverse workforce without regard to race color religion sex (including pregnancy gender identity and sexual orientation) genetic information national origin age (40 or older) disability veteran status or any other protected characteristic.

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