IT Help Desk Specialist

About the role

DMI is seeking an IT Help Desk Specialist (Journeyman Computer Support Specialist) to provide on-site Tier II IT help desk support to a federal legislative branch agency in Washington, DC. These positions support the agency's IT team, handling an average of 270 service tickets per month across a mixed Windows and macOS endpoint environment. Both positions are designated Key Personnel under the contract.

Duties And Responsibilities

• Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with division-specific requirements and IT standards; validate each device against security baselines before delivery.
• 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 compliant with Zero Trust and Defense-in-Depth standards.
• Register and configure iOS and Android mobile devices within enterprise Mobile Device Management (MDM) platforms; train users on authentication, Multi-Factor Authentication (MFA), and secure remote connectivity.
• Load and verify software packages and configuration baselines using automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent.
• Diagnose and resolve complex endpoint issues, including MFA failures, identity anomalies, network connectivity problems, and endpoint irregularities; apply independent judgment to identify root causes and implement corrective actions.
• Support Tier I personnel by enforcing best practices, creating and validating standard operating procedures (SOPs), and reviewing escalations.
• Use JAMF and Microsoft Intune for endpoint automation and configuration management; analyze Windows Event Viewer and macOS Console logs to identify error patterns and prevent recurrence.
• Administer Microsoft Entra ID and 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.
• Manage and track service tickets, providing clear and timely communication on status and resolutions through the official ticketing system, voicemail, email, and direct user interaction.
• Replace defective or obsolete hardware and software; document all changes and verify asset records in accordance with agency asset management procedures.
• Perform secure drive sanitization and destruction using BitRaser or other approved tools; maintain required documentation and certificates of destruction.
• Identify recurring problem trends, develop mitigation strategies, and present findings and improvement recommendations to IT management.
• Periodic Project and Engineering Tasks: Implement and document imaging strategies using automation, scripting, and division-specific baselines to deliver secure, consistent workstation builds across all platforms. Participate in patch management and vulnerability remediation cycles; coordinate with Nessus scan findings to prioritize remediation of critical and high-severity vulnerabilities. Collaborate with IT technical leads across Cloud, Engineering, and Development teams to assess environment readiness and validate permissions. Assist in responding to outages, service disruptions, and emergencies, including participation in incident response activities. Recommend and implement advanced remedial measures, including driver updates, policy adjustments, and imaging corrections; automate solutions where feasible in coordination with agency IT leadership.

Qualifications

• Education and Years of Experience: Bachelor's degree in Information Technology, Computer Science, or a closely related field. Required Skills & Certifications: Demonstrated experience with endpoint management and automation platforms: Ivanti, KACE, Microsoft Intune, and/or JAMF. Enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and security baseline adherence. Ability to manage and troubleshoot identity and access management services: Microsoft Entra ID/Active Directory, MFA, role-based access controls, and AWS-integrated identity solutions. Ability to diagnose and resolve authentication, connectivity, and endpoint performance issues through analysis of system logs, Windows Event Viewer, and macOS Console diagnostics. Experience coordinating cross-team incident response with Service Desk, Network Operations, and Cybersecurity teams. Strong understanding of patch management, baseline configuration, and automated imaging processes. Familiarity with cloud and hybrid environment management, including AWS-hosted resources and on-premises/cloud integrations. Working knowledge of Zero Trust security principles and their application to endpoint, user, and network interactions. Strong written and verbal communication skills; ability to document technical procedures, create user-facing guides, and mentor Tier I technicians. Excellent customer service and problem-solving skills; ability to prioritize and manage multiple requests under tight deadlines. 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 certification in service management. Certification in System Administrator - Associate.

Clearance Requirements

Must obtain a favorable FBI criminal background check and complete fingerprinting before beginning work. Must complete agency-required IT Security Awareness training before start and annually thereafter. Must sign a Non-Disclosure Agreement upon hire.

Citizenship Status

Required: Must be a U.S. citizen.

Physical Requirements

None required for this position.

Location

Remote, US

Minimum Salary Rate

$57,393.00

Middle Salary Rate

$62,246.00

Benefits

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

Recognition

• Annual awards
• Service anniversaries
• Referral bonuses
• Peer-to-peer shoutouts

Wellness

• Healthcare coverage
• Wellness programs
• Flu shots
• Biometric screenings

Development

• Annual performance reviews
• Tuition assistance
• Internal career growth opportunities

Financial

• Generous 401(k) matches
• Life and disability insurance
• Financial wellness tools

Convenience/Concierge

• Virtual health visits
• Commuter perks
• Pet insurance
• Entertainment discounts

Do What’s Right

We lead with honesty and integrity.

Own the Outcome

We take responsibility and deliver.

Deliver for Our Customers

We are relentless about delivering value.

Think Bold, Act Smart

We innovate with purpose.

Win Together

We collaborate and celebrate our success.

Pay

$57,393.00 - $62,246.00

Schedule

Remote, US