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Bailey Information Technology, LLC Journeyman IT Help Desk Specialist * Washington, DC 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 Apply Now
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