IT Help Desk Specialist

Job Description

Job Description

Job Title: IT Help Desk Specialist (Journeyman Computer Support Specialist)

Employment Type: Full-Time with Benefits

Customer Agency: Congressional Budget Office (CBO) – Information Resources Management & Technical Services Unit (IRM&TS)

Employment Status: Contingent Upon Contract Award

Work Location: On-Site (5 Days per Week)

Place of Performance: Congressional Budget Office (CBO), Ford House Office Building, 4th Floor, 2nd and D Streets SW, Washington, DC 20515. Occasional travel/work may be required at the CBO Alternate Computing Facility (Manassas, VA) and Equinix Data Center (Ashburn, VA), as directed by the Contracting Officer's Representative (COR).

Work Authorization: Must be authorized to work in the United States.

Security Requirement: Candidates must successfully complete FBI criminal background and fingerprint checks conducted through the U.S. Capitol Police prior to beginning work. Selected candidates must also complete all required CBO cybersecurity, information security awareness, computer access, confidentiality, and agency-required training before receiving system access.

Position Overview

• Eigennet LLC is seeking two (2) IT Help Desk Specialists (Journeyman Computer Support Specialists) to support a federal contract opportunity with the Congressional Budget Office (CBO). This position is contingent upon contract award and will provide enterprise-level technical support for Windows, macOS, iOS, Android, and cloud-based technologies supporting CBO employees.
• The IT Help Desk Specialist will serve as a Journeyman Computer Support Specialist within the Information Resources Management & Technical Services Unit (IRM&TS), providing front-line and advanced technical support for desktop systems, laptops, mobile devices, software, identity management, endpoint security, and cloud-connected services. The role includes deploying and maintaining endpoint devices, troubleshooting hardware and software issues, supporting Microsoft Entra ID/Active Directory, administering endpoint management platforms, and collaborating with Service Desk, Network Operations, Cloud Services, Engineering, and Cybersecurity teams.
• The successful candidate will perform moderate to advanced troubleshooting, maintain endpoint security baselines, support Zero Trust initiatives, document procedures, mentor Tier I technicians, and contribute to automation, knowledge management, and continuous service improvement. The position requires excellent customer service, strong analytical skills, and the ability to manage multiple technical priorities while supporting approximately 270 support tickets per month.

Required Skills

• Enterprise Windows and macOS administration and support.
• Microsoft Entra ID (Azure AD) and Active Directory administration.
• Endpoint deployment, imaging, configuration, and lifecycle management.
• Microsoft Intune, Ivanti Endpoint Manager (EPM), KACE, JAMF, or equivalent endpoint management platforms.
• Mobile Device Management (MDM) for iOS and Android devices.
• Identity and Access Management (IAM), MFA, RBAC, and authentication troubleshooting.
• Windows Event Viewer, macOS Console, and enterprise log analysis.
• Hardware diagnostics, repair coordination, and workstation deployment.
• Zero Trust security architecture and endpoint security best practices.
• Patch management and vulnerability remediation.
• Knowledge of AWS-integrated identity services and cloud-connected environments.
• Strong documentation and technical writing skills.
• Excellent customer service and interpersonal communication.
• Ability to mentor junior support staff.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to prioritize multiple assignments in a fast-paced enterprise IT environment.

Essential Duties and Responsibilities

• Deploy, image, configure, and maintain Windows desktops, laptops, macOS systems, and mobile devices (iOS and Android).
• Configure endpoint devices according to CBO security baselines and division-specific requirements.
• Enroll and manage mobile devices using Mobile Device Management (MDM) platforms.
• Configure Multi-Factor Authentication (MFA), VPN, remote access, and secure endpoint connectivity.
• Install, configure, troubleshoot, and maintain operating systems, business applications, hardware, peripherals, firmware, and security updates.
• Deploy software and configuration baselines using Microsoft Intune, Ivanti Endpoint Manager (EPM), KACE, JAMF, and other enterprise endpoint management platforms.
• Administer Microsoft Entra ID (Azure AD) and Active Directory accounts, group memberships, security groups, and identity lifecycle processes.
• Support Role-Based Access Control (RBAC), MFA configuration, password management, and identity-related troubleshooting.
• Diagnose and resolve authentication failures, connectivity issues, endpoint performance problems, and application errors using Event Viewer, macOS Console, Sentinel/VSOC logs, and other diagnostic tools.
• Troubleshoot Windows, macOS, cloud-connected applications, and AWS-integrated identity services.
• Coordinate technical issue resolution with Service Desk, Tier III Engineering, Network Operations, Cloud Services, and Cybersecurity teams.
• Maintain endpoint security compliance with Zero Trust and Defense-in-Depth security principles.
• Support patch management, vulnerability remediation, firmware updates, and security configuration management.
• Perform hardware replacements, component upgrades, system migrations, and workstation deployments.
• Clone and deploy workstation images using approved enterprise deployment processes.
• Perform secure drive sanitization using BitRaser or approved government tools.
• Maintain accurate hardware and software asset inventory records.
• Create, update, and maintain Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
• Mentor and provide technical guidance to Tier I Help Desk personnel.
• Review escalated support tickets and provide advanced troubleshooting assistance.
• Monitor recurring technical issues and recommend automation or process improvements.
• Participate in vulnerability remediation activities, including Nessus scan follow-up and endpoint compliance initiatives.
• Assist with incident response activities, service outages, disaster recovery readiness, and operational support during technical emergencies.
• Communicate effectively with end users regarding ticket status, issue resolution, and technical guidance.
• Maintain detailed documentation within the organization's ticketing and asset management systems.
• Perform other related duties as assigned.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a closely related field preferred. Equivalent professional experience may be considered.
• Minimum three (3) years of enterprise-level IT Help Desk, Desktop Support, or Computer Support Specialist experience supporting Windows and macOS environments.
• Experience deploying, imaging, configuring, and supporting Windows and macOS workstations in an enterprise environment.
• Experience supporting Microsoft Entra ID (Azure AD), Active Directory, identity management, MFA, and access management.
• Experience using endpoint management platforms such as Microsoft Intune, Ivanti Endpoint Manager (EPM), KACE, JAMF, or equivalent.
• Experience troubleshooting Windows, macOS, endpoint hardware, peripherals, networking, authentication, and application issues.
• Experience supporting mobile device management (MDM) for iOS and Android devices.
• Experience analyzing system logs using Windows Event Viewer, macOS Console, or similar diagnostic tools.
• Knowledge of Zero Trust security principles and enterprise endpoint security.
• Experience supporting cloud or hybrid IT environments.
• Excellent customer service, troubleshooting, analytical, and communication skills.
• Ability to prioritize multiple support requests while maintaining excellent customer satisfaction.
• Ability to work independently and collaboratively in a fast-paced federal IT environment.
• Ability to obtain and maintain all required CBO suitability determinations and security credentials.

Preferred Qualifications

• Previous experience supporting the Congressional Budget Office (CBO), U.S. Congress, or another federal civilian agency.
• Experience working as a federal government contractor.
• Experience supporting AWS-hosted infrastructure and AWS identity integrations.
• Experience using Microsoft Sentinel, VSOC monitoring tools, or enterprise SIEM platforms.
• Experience supporting vulnerability management and Nessus remediation.
• Experience with enterprise automation and endpoint scripting.
• Experience creating technical documentation, SOPs, and knowledge base articles.
• Experience mentoring junior IT support personnel.
• Familiarity with ITIL service management processes.
• Experience supporting enterprise asset lifecycle management.

Preferred Certifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate (or equivalent)
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner
• AWS Certified SysOps Administrator – Associate
• ITIL Foundation Certification (or equivalent)

Physical Requirements

• Ability to sit, stand, walk, bend, and perform computer support activities throughout the workday.
• Ability to lift, carry, install, and move desktop computers, monitors, printers, laptops, and related IT equipment weighing up to approximately 30 pounds, with or without reasonable accommodation.
• Ability to perform workstation setup, hardware replacement, cable management, and equipment installation.
• Ability to operate computers and diagnostic equipment for extended periods.
• Ability to travel occasionally to alternate CBO facilities in Manassas, VA and Ashburn, VA, as required.
• Must be able to perform all assigned duties on-site at designated CBO facilities.