IT Help Desk Specialist

DMI (Digital Management, LLC)

IT Help Desk Specialist providing Tier II IT support to a federal legislative branch agency. Handling an average of 270 service tickets per month across Windows and macOS environments.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $57,393 - $62,246 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in endpoint management and automation, particularly with Microsoft Intune and JAMF, while providing exceptional Tier II IT support for Windows and macOS systems. Proficient in diagnosing complex issues related to identity and access management, patch management, and network connectivity.

Highest-signal resume keywords

Endpoint ManagementMicrosoft IntuneJAMFActive DirectoryPatch Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Desktop ConfigurationMacOS System ConfigurationMobile Device ManagementAutomated ImagingTroubleshooting Endpoint IssuesIdentity and Access ManagementNetwork Connectivity DiagnosisService Ticket ManagementVulnerability RemediationZero Trust Security Principles

Soft Skills

Strong Communication SkillsExcellent Customer ServiceProblem-Solving SkillsAbility to Prioritize RequestsTeam Coordination

Tools & Technologies

Microsoft Entra IDIvantiKACEMobile Device Management PlatformsAutomated Patching Tools

Certifications & Qualifications

CompTIA Security+Microsoft Certified: Endpoint Administrator AssociateApple Certified IT ProfessionalAWS Certified Cloud PractitionerITIL Foundation

Industry Keywords

Tier II IT SupportFederal Legislative BranchEndpoint AutomationCross-Team Incident ResponseCloud and Hybrid Environment Management

Tech Stack

Tools & technologies

AWSCloudCyber SecurityJamfMacOS

About the role

Key responsibilities & impact

Provide on-site Tier II IT help desk support to a federal legislative branch agency
Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices
Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components
Register and configure mobile devices within enterprise Mobile Device Management platforms
Load and verify software packages using automated imaging and patching tools
Diagnose and resolve complex endpoint issues, including MFA failures and network connectivity problems
Support Tier I personnel by enforcing best practices and creating standard operating procedures
Use JAMF and Microsoft Intune for endpoint automation and configuration management
Administer Microsoft Entra ID and Active Directory environments
Manage and track service tickets, providing clear communication on status and resolutions
Replace defective or obsolete hardware and software
Identify recurring problem trends and develop mitigation strategies
Participate in project and engineering tasks including patch management and vulnerability remediation cycles

Requirements

What you’ll need

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
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
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
Working knowledge of Zero Trust security principles
Strong written and verbal communication skills; ability to document technical procedures and create user-facing guides
Excellent customer service and problem-solving skills; ability to prioritize and manage multiple requests under tight deadlines
Preferred: CompTIA Security+, Microsoft Certified: Endpoint Administrator Associate, Apple Certified IT Professional, AWS Certified Cloud Practitioner, ITIL Foundation or equivalent certification

Benefits

Comp & perks

Health insurance
401(k) matches
Virtual health visits
Commuter perks
Pet insurance
Entertainment discounts
Annual performance reviews
Tuition assistance
Internal career growth opportunities
Life and disability insurance
Financial wellness tools
Annual awards
Service anniversaries
Referral bonuses
Peer-to-peer shoutouts
Healthcare coverage
Wellness programs
Flu shots
Biometric screenings