IT Help Desk Specialist

About the role

The IT Help Desk Specialist provides advanced front‑line support for the deployment, maintenance, and troubleshooting of personal computers and related technologies across Windows, macOS, and mobile platforms. The role ensures high‑quality service delivery while supporting the agency’s endpoint management environment.

Key responsibilities

• Deploy, image, configure, maintain, and replace Windows, macOS, and mobile devices.
• Install, configure, troubleshoot, and perform complex repairs on employee hardware and software.
• Develop SOPs, knowledge‑base articles, and automation scripts to promote operational excellence.
• Collaborate with Service Desk, Tier III Engineering, Network Operations, and Cybersecurity teams.
• Manage tickets, resolve sophisticated hardware/software issues, and provide on‑call office support.
• Administer Entra ID/Active Directory, MDM platforms, patch management, endpoint security, asset management, and secure media sanitization.
• Execute project tasks such as automated imaging, vulnerability remediation, and incident response coordination.

Required profile

• Proven experience delivering enterprise IT support and endpoint administration.
• Ability to administer macOS and Windows environments, including imaging and configuration management.
• Experience with endpoint management platforms (Ivanti, KACE, Microsoft Intune, JAMF).
• Strong knowledge of identity and access management (Entra ID, Active Directory, MFA, RBAC, AWS‑integrated identity).
• Skilled at diagnosing authentication, connectivity, and performance issues using system logs, Event Viewer, and macOS Console.
• Effective coordination of cross‑team incident response.

Required skills

• Windows operating system
• macOS operating system
• Mobile device management
• Ivanti
• KACE
• Microsoft Intune
• JAMF
• Microsoft Entra ID / Active Directory
• Multi‑factor authentication (MFA)
• Role‑based access control (RBAC)
• AWS identity solutions
• Event Viewer
• macOS Console
• Ticketing system
• Patch management
• Endpoint security controls
• Asset management
• Automation scripting