Disk Encryption Support Jobs

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IT Help Desk Specialist

DMI Remote 🇺🇸 Remote

Remote

Today

$57k - $62k/yr Full time Active Directory Application Support Cloud Platforms

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Job Description

DMI is seeking an IT Help Desk Specialist to join a remote support team delivering Tier II IT help desk services for a federal legislative branch agency in Washington, DC. The role handles roughly 270 tickets each month across Windows and macOS environments, focusing on secure and reliable endpoint operations. The position offers a salary range of USD 57,393 to 62,246 per year and requires a Bachelor's degree in Information Technology, Computer Science, or a closely related field.

Compensation

Salary: USD 57,393 - 62,246 per year.

Responsibilities

Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices per division requirements; verify each device against security baselines before delivery.
Install, configure, troubleshoot, and maintain employee hardware, software, and peripherals across Windows and macOS, including upgrades, patches, firmware updates, and approved security configurations aligned with Zero Trust and Defense-in-Depth standards.
Register and configure iOS and Android devices within enterprise MDM platforms; train users on authentication, MFA, and secure remote connectivity.
Load and verify software packages and baselines using automated imaging and patching tools such as Ivanti EPM, KACE, or equivalents.
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 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 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.
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.

Requirements

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.

Technologies

Ivanti EPM
KACE
Microsoft Intune
JAMF
MDM platforms
Windows Event Viewer
macOS Console
Microsoft Entra ID
Active Directory
FileVault
BitRaser
Nessus
Windows
macOS
AWS

Benefits

Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer shoutouts.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings.

Physical Requirements

None required for this position.

Location

Remote, US

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