Senior Help Desk Specialist / IT Support Specialist (Tier 1 / Tier 2)
Global TechPro
Washington, DC
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JOB DETAILS
JOB TYPE
Full-time, Employee
SKILLS
Adobe Acrobat, Analysis Skills, Android, Asset Management, Case Management, Communication Skills, CompTIA A+, Computer Science, Computer Workstations, Configuration Management, Copying Machines, Cryptography, Customer Support/Service, Defense Information Systems Agency (DISA), Desktop PC, Document Scanners, Documentation, Federal Government, Firewall Administration, Firewalls, GitHub, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Laptop PC, Local Area Network (LAN), Mac Operating System, Maintain Compliance, Maintenance Services, Microsoft Office, Microsoft Windows Operating System, Mobile Devices, Network Administration/Management, Network Configuration Management, Network Routers, Operating Systems, Presentation/Verbal Skills, Printers, Software Development, Software Engineering, Software Patches, Software Upgrades, Support Documentation, Systems Maintenance, Technical Support, Technical Writing, User Account Administration, Writing Skills, iOS
LOCATION
Washington, DC
POSTED
14 days ago
Position Overview
The Senior Help Desk Specialist will provide comprehensive information technology support services to the National Mediation Board (NMB), an independent federal agency. The contractor will support NMB staff across a hybrid work environment, including on-site and remote users, ensuring reliable access to NMB systems, infrastructure, and applications.
Key Responsibilities
- Provide Tier 1 and Tier 2 help desk support for NMB staff across Windows and macOS laptops, desktops, tablets, and mobile devices (iOS and Android)
- Support and troubleshoot Microsoft Office, Google Workspace, Adobe Acrobat, and NMB-specific applications including the Mediation Case Management System, Arbitration Workstation, Knowledge Store, and Beyond Trust
- Manage and configure LAN infrastructure including firewalls, routers, networked printers, copiers, and scanners
- Perform software patching, upgrades, and configuration management in compliance with DISA STIG baselines
- Create and maintain operating system images and Standard Operating Environment (SOE) documentation
- Provide remote user support via LogMeIn or successor tools
- Support security and device management tools including CrowdStrike, Qualys, Ivanti Neurons/MobileIron, KnowBe4, Lookout for Mobile Threat Defense, BeyondTrust, and Yubikey
- Set up and manage user accounts, email, calendars, access credentials, and data encryption
- Maintain a detailed log of all service requests and resolutions, and submit weekly activity reports to the Contracting Officer's Representative (COR)
- Support asset management and inventory of all NMB-issued equipment
- Work independently as well as collaboratively with application developers, engineers, and other technical staff
Required Qualifications
- Minimum of 5 years of continuous experience in a Help Desk Support role
- Demonstrated, documented experience supporting all systems and technologies listed in the NMB Performance Work Statement (PWS) Sections 2 and 3
- Proficiency with Google Workspace, Microsoft Office Suite, and enterprise mobile device management platforms
- Experience with network configuration, LAN management, and firewall administration
- Familiarity with federal security frameworks including DISA STIGs and configuration baseline compliance
- Experience with GitHub and security tools such as Burp Suite, CrowdStrike, and Qualys
- Strong written and verbal communication skills; ability to produce clear technical documentation and weekly reports
- Motivated, results-oriented, and able to work both independently and as part of a team
Education
- Degree in Computer Science, Information Systems, Software Engineering, or a related analytical, scientific, or technical discipline required
- Bachelor's degree (BS/BA) highly preferred
Preferred Certifications
- CompTIA A+ or Google IT Support Professional Certification
- ITIL Certification
About the Company
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