Title: IT Help Desk SpecialistLocation: Washington, DCSchedule: Full-time, onsite Monday-FridaySalary: $108,000 - $125,000We are seeking an experienced IT Help Desk Specialist to support the Congressional Budget Office (CBO) in Washington, DC. Your scope of work will include supporting CBO's IT service environment through user support, endpoint operations, access support, technology coordination, and routine service improvements that help agency staff work securely and efficiently.This is a full‑time opportunity in which we'll provide competitive pay, job stability, and security.RESPONSIBILITIESSupport Help Desk & User SupportManage help desk requests through CBO's ticketing system from intake through resolutionSupport a moderate ticket workload with occasional advanced troubleshooting needsProvide timely technical support to CBO staff for hardware, software, and endpoint issuesTroubleshoot mobile device, authentication, connectivity, and secure access issuesGuide users on equipment, collaboration tools, cloud services, and self‑service resourcesDeliver clear ticket updates, resolution notes, and user communications through approved channelsRespond to assigned daily office technology support needsAssist with conference room technology support and related user assistanceDevice Deployment & Endpoint SupportPrepare computer equipment for deployment using onboarding and division‑specific requirementsImage, configure, deploy, validate, and inventory Windows desktops for end usersConfigure, deploy, validate, and inventory macOS systems for end usersValidate deployed devices against approved security baselines and inventory recordsInstall, troubleshoot, maintain, upgrade, and patch employee hardware and softwareMaintain peripheral components, firmware updates, and approved security configurationsRegister and configure iOS and Android devices in enterprise MDM platformsLoad and verify software packages through approved imaging and patching toolsCheck configuration baselines through Ivanti EPM, KACE, or equivalent toolsSupport workstation deployments, refreshes, data migrations, and recovery operationsSystem Administration & TroubleshootingDiagnose MFA failures, identity anomalies, endpoint irregularities, and access issuesResolve network connectivity problems and endpoint performance issues using sound judgmentAnalyze Windows Event Viewer data to identify errors, patterns, and corrective actionsReview macOS Console diagnostics, system logs, and monitoring data to resolve issuesMonitor log output to validate image integrity, patch levels, and security complianceAdminister Microsoft Entra ID / Active Directory environments with IAM governanceSupport user account provisioning, group policy adjustments, and identity lifecycle managementManage macOS and iOS enrollment, configuration profiles, FileVault, and authentication integrationApply JAMF and Microsoft Intune for endpoint automation and configuration managementUse approved endpoint tools to support automation, policy enforcement, and device managementSecurity & Asset SupportValidate image integrity, patch levels, endpoint security policies, and approved configurationsApply information security and information assurance principles in customer support activitiesSupport encryption, data loss prevention, and secure credential handling during support workAssist with patch management and vulnerability remediation cycles across supported endpointsCoordinate remediation of critical and high‑severity findings based on Nessus scan resultsReplace defective or obsolete components and document hardware, software, and asset changesPerform secure drive sanitization and destruction using BitRaser or other approved toolsMaintain required documentation and certificates for secure drive destruction activitiesDocumentation & Team CoordinationCreate SOPs, knowledge base articles, user guides, technical procedures, and automation scriptsDocument technical procedures in a clear format for users and internal support teamsSupport Tier I personnel by promoting best practices, reviewing escalations, and resolving issuesCoordinate with Service Desk and Network Operations teams on support and escalation needsPartner with Cloud Services, Engineering, Development, and Cybersecurity teams as neededIdentify recurring problem trends and recommend practical mitigation strategiesRecommend remedial actions such as driver updates, policy changes, or imaging correctionsAssist with outages, service disruptions, emergencies, and incident response activitiesREQUIRED BACKGROUNDExperience with imaging, deployment, configuration management, and security baselinesExperience using Ivanti, KACE, Microsoft Intune, JAMF, or similar endpoint toolsExperience deploying software, managing devices, enforcing policies, and automating routine tasksExperience supporting AWS‑hosted resources, identity services, and hybrid infrastructure integrationsStrong understanding of advanced system administration and patch managementStrong understanding of baseline configuration and automated imaging processesStrong understanding of cloud and hybrid environment managementStrong understanding of Zero Trust security principlesKnowledge of organizational security, compliance, and configuration standardsExcellent customer service and problem‑solving skillsREQUIRED CAPABILITIESMust be able to support macOS and Windows systems in an enterprise environmentAbility to manage and troubleshoot Microsoft Entra ID / Active Directory servicesAbility to support MFA, role‑based access controls, and AWS‑integrated identity solutionsAbility to diagnose authentication, connectivity, and endpoint performance issuesAbility to analyze system logs, Windows Event Viewer data, and macOS Console diagnosticsAbility to coordinate with Service Desk, Network Operations, and Cybersecurity teamsAbility to support timely investigation, escalation, and remediation of technical issuesAbility to troubleshoot and improve endpoint deployment workflowsAbility to ensure endpoint, user, and network interactions follow security standardsAbility to communicate clearly and effectively with users and technical teamsAbility to document technical procedures and create user‑friendly guidesAbility to mentor Level I technicians and strengthen Service Desk capabilityAbility to prioritize tasks, meet tight deadlines, and remain professional and responsiveLOCATIONWashington, DC 20515TRAVELTravel may be requiredWORK HOURSMonday‑Friday, 40 hours per weekTELEWORKN/ACLEARANCEU.S. citizenship required as it supports the U.S. federal governmentCLIENTCongressional Budget Office (CBO)EMPLOYMENT CLASSIFICATIONEmployment Classification Eligibility — ExemptOTHER INFORMATIONApplicants will be subject to a background investigation. Individual's primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.#J-18808-Ljbffr