Journeyman IT Help Desk Specialist

Position: Journeyman IT Help Desk Specialist

Location: Washington, DC

Position Summary

BIT, LLC is seeking a Journeyman IT Help Desk Specialist to provide advanced Tier II front-line technical support to client staff (~275 employees). This role delivers hands-on deployment, maintenance, and troubleshooting of personal computers and related technologies, including mobile devices, and serves as a technical escalation point above Tier I support. The estimated workload is approximately 7–9 service tickets per day (~270/month), generally moderate in complexity with periodic advanced troubleshooting.

Key Responsibilities

• Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with onboarding documentation, security baselines, and division-specific requirements
• Install, configure, troubleshoot, and maintain employee hardware, software, and peripherals across Windows and macOS environments, including patches, firmware updates, and Zero Trust / Defense-in-Depth security configurations
• Register and manage mobile devices (iOS, Android) within enterprise MDM platforms; support end users with authentication, MFA, and secure remote connectivity
• Administer endpoint management and automation tooling - Ivanti EPM, KACE, JAMF, and Microsoft Intune - to deploy software and enforce configuration policy
• Administer Microsoft Entra ID / Active Directory: user account provisioning, group policy adjustments, and identity lifecycle management
• Diagnose and resolve complex issues - MFA failures, identity anomalies, network connectivity problems, endpoint irregularities - using independent judgment to identify root cause
• Analyze Windows Event Viewer and macOS Console logs to identify error patterns and develop evidence-based, recurring-issue prevention solutions
• Mentor and support Tier I personnel: enforce best practices, validate SOPs, review escalations
• Coordinate with Service Desk, Network Operations, Cloud Services, and Cybersecurity teams to ensure timely, consistent issue resolution
• Maintain clear, timely communication on ticket status and resolution via the official tracking system
• Replace defective/obsolete hardware and software; maintain accurate asset records
• Perform secure drive sanitization and destruction (e.g., BitRaser) with required certificates of destruction
• Support patch management and vulnerability remediation cycles, prioritizing findings from vulnerability scanning tools (e.g., Nessus)
• Participate in incident response and outage/emergency support as needed

Required Knowledge, Skills & Abilities

• Enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, and configuration management
• Direct experience with endpoint management platforms: Ivanti, KACE, Microsoft Intune, and JAMF
• Identity and access management: Microsoft Entra ID / Active Directory, MFA, role-based access controls, AWS-integrated identity
• Ability to diagnose authentication, connectivity, and endpoint performance issues via system logs and diagnostic tools
• Ability to coordinate cross-team incident response with Service Desk, NetOps, and Cybersecurity
• Strong understanding of patch management, baseline configuration, and automated imaging workflows
• Familiarity with cloud/hybrid environment management, including AWS-hosted resources and on-prem/cloud identity integration
• Working knowledge of Zero Trust security principles
• Strong written and verbal communication; ability to document procedures, build user guides, and mentor junior technicians
• Excellent customer service and problem-solving skills; ability to prioritize under deadline pressure

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 service management certification)
• Certified SysOps Administrator – Associate

Preferred Education

Bachelor's degree in Information Technology, Computer Science, or a closely related field.

Security & Suitability Requirements

• Must be a U.S. Citizen, Lawful Permanent Resident, or H-1B visa holder (if otherwise eligible for the role, including work authorization)
• Must obtain a favorable FBI criminal history check and complete fingerprinting at U.S. Capitol Police headquarters, Washington, DC, prior to start
• Must complete CBO IT Security Awareness training prior to start and annually thereafter
• Must maintain strict confidentiality of all CBO information (financial, personnel, and proprietary data) per contract security requirements
• Must visibly wear contractor identification badge at all times while on the Congressional campus