Description:
The Rehancement Group, Inc. (TRG) is seeking two experienced IT Help Desk Specialists to provide advanced Tier II desktop and endpoint support services for the Congressional Budget Office (CBO). This position supports a modern enterprise information technology environment by providing installation, configuration, deployment, troubleshooting, maintenance, and lifecycle support for desktop computers, laptops, mobile devices, operating systems, enterprise applications, and associated technologies.
The selected candidates will work directly with end users and collaborate with Service Desk, Network Operations, Cloud Services, Engineering, and Cybersecurity teams to maintain secure, reliable, and high-performing endpoint computing environments.
Location: Onsite – Congressional Budget Office (CBO), Ford House Office Building, Washington, DC
Hours of Operation: 8:30 AM – 5:00 PM (ET), Monday through Friday
Employment Type: Full-Time, Contract Support
Security Requirements: Employment is contingent upon successfully satisfying all customer security, fingerprinting, suitability, and facility access requirements.
Key Responsibilities
- Provide Tier II technical support for Windows, macOS, iOS, and Android devices.
- Install, configure, troubleshoot, repair, and maintain desktop computers, laptops, mobile devices, printers, peripherals, and conference room technology.
- Prepare, image, configure, inventory, deploy, and validate new workstation and mobile device deployments.
- Support Microsoft Entra ID, Active Directory, Group Policy, Multi-Factor Authentication (MFA), and user account administration.
- Administer and support Microsoft Intune, JAMF, Ivanti Endpoint Manager (EPM), KACE, and Mobile Device Management (MDM) solutions.
- Perform workstation imaging, operating system installations, hardware refreshes, software deployments, workstation cloning, and data migration activities.
- Troubleshoot hardware, software, authentication, endpoint performance, and connectivity issues using Windows Event Viewer, macOS Console, Microsoft Sentinel, VSOC monitoring platforms, Nessus, and other enterprise diagnostic tools.
- Support patch management, vulnerability remediation, endpoint security baselines, Zero Trust initiatives, Defense-in-Depth strategies, encryption technologies, and Data Loss Prevention (DLP) requirements.
- Perform secure media sanitization utilizing BitRaser or approved enterprise tools.
- Develop and maintain Standard Operating Procedures (SOPs), Knowledge Base articles, and technical documentation.
- Maintain accurate service records utilizing enterprise Help Desk ticketing systems to document, prioritize, track, escalate, and resolve customer support requests.
- Identify recurring technical issues and recommend process improvements and automation opportunities.
- Deliver professional, responsive customer service while supporting mission-critical government operations.
Required Qualifications
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical discipline.
- Minimum five (5) years of experience providing enterprise desktop support, Help Desk, endpoint administration, or systems support.