IT Help Desk Specialist

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