IT Help Desk Specialist Journeyman Computer Support Specialist

About the Role

CSlope Solutions LLC is seeking two IT Help Desk Specialists / Journeyman Computer Support Specialists to support a federal customer in Washington DC. The selected candidates will provide on-site Tier II help desk and endpoint support to agency staff in a professional mission-focused environment.

This role is ideal for technically strong customer-focused IT professionals with hands-on experience supporting Windows macOS mobile devices endpoint management tools identity/MFA issues ticketing systems hardware/software troubleshooting and user support.

Responsibilities

Provide responsive Tier II technical support to end users.

Manage update resolve and escalate help desk tickets.

Troubleshoot Windows desktops macOS systems mobile devices peripherals and related technologies.

Install configure patch and maintain hardware software firmware and approved security configurations.

Support endpoint imaging workstation deployment refreshes data migration and recovery activities.

Support iOS and Android mobile devices through enterprise mobile device management platforms.

Troubleshoot MFA authentication network connectivity endpoint performance and access issues.

Support Microsoft Entra ID / Active Directory tasks including account provisioning access support and identity lifecycle activities.

Use or support endpoint management tools such as Microsoft Intune JAMF Ivanti KACE or equivalent platforms.

Analyze Windows Event Viewer logs macOS Console logs and other diagnostic information to resolve issues.

Coordinate with Service Desk Engineering Network Operations Cloud and Cybersecurity teams.

Support patch management vulnerability remediation outage response and incident-related activities.

Create and update SOPs knowledge base articles user guides and troubleshooting documentation.

Provide clear professional communication to users and technical stakeholders.

Protect customer information and follow all applicable security confidentiality and system-access requirements.

Required Qualifications

Experience providing Tier II help desk desktop support or computer user support.

Hands-on experience supporting Windows desktop environments.

Hands-on experience supporting macOS environments.

Experience troubleshooting hardware software peripherals network connectivity and endpoint performance issues.

Experience using ticketing systems such as ServiceNow Remedy Jira Service Management or equivalent.

Experience with endpoint imaging deployment configuration patching and troubleshooting.

Experience supporting mobile devices including iOS and Android.

Experience with MDM or endpoint management tools such as Microsoft Intune JAMF Ivanti KACE or equivalent.

Experience supporting Microsoft Entra ID / Active Directory MFA user accounts access issues and identity lifecycle support.

Strong customer service communication and problem-solving skills.

Ability to work on-site in Washington DC Monday through Friday during normal business hours.

Ability to complete required onboarding background check fingerprinting badging confidentiality requirements and IT security training.

Preferred Qualifications

Preferred certifications include:

CompTIA Security

Microsoft Certified: Endpoint Administrator Associate or equivalent

Apple Certified IT Professional

AWS Certified Cloud Practitioner or higher

AWS Certified SysOps Administrator - Associate

ITIL Foundation or equivalent service management certification

Preferred education: Bachelors degree in Information Technology Computer Science or a related field. Equivalent experience may be considered in place of a degree or certifications.