IT Help Desk Specialist

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking an IT Help Desk Specialist (Journeyman Computer Support Specialist) to provide on-site Tier II IT help desk support to a federal legislative branch agency in Washington, DC. These positions support the agency's IT team, handling an average of 270 service tickets per month across a mixed Windows and macOS endpoint environment. Both positions are designated Key Personnel under the contract.

• →Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with division-specific requirements and IT standards; validate each device against security baselines before delivery.
• →Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments, including upgrades, patches, firmware updates, and approved security configurations compliant with Zero Trust and Defense-in-Depth standards.
• →Register and configure iOS and Android mobile devices within enterprise Mobile Device Management (MDM) platforms; train users on authentication, Multi-Factor Authentication (MFA), and secure remote connectivity.
• →Load and verify software packages and configuration baselines using automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent.
• →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 standard operating procedures (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 account 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.
• →Periodic Project and Engineering Tasks: 
  • →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.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

• Must obtain a favorable FBI criminal background check and complete fingerprinting before beginning work.
• Must complete agency-required IT Security Awareness training before start and annually thereafter.
• Must sign a Non-Disclosure Agreement upon hire.

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

• 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.

• 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 certification in service management
• Certified SysOps Administrator – Associate