IT Help Desk Specialist

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

Position Overview : Se eking 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.

Qualifications

Required Qualifications :

- Bachelor's 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.