IT Help Desk Specialist

## About DMI DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com ## About the Opportunity DMI is seeking an **IT Help Desk Specialist** (Journeyman Computer Support Specialist) to provide on-site Tier II IT help desk support to a federal legislative branch agency in Washington, DC. These positions support the agency's IT team, handling an average of 270 service tickets per month across a mixed Windows and macOS endpoint environment. Both positions are designated Key Personnel under the contract. **Duties and Responsibilities:** - Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices in accordance with division-specific requirements and IT standards; validate each device against security baselines before delivery. - Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments, including upgrades, patches, firmware updates, and approved security configurations compliant with Zero Trust and Defense-in-Depth standards. - Register and configure iOS and Android mobile devices within enterprise Mobile Device Management (MDM) platforms; train users on authentication, Multi-Factor Authentication (MFA), and secure remote connectivity. - Load and verify software packages and configuration baselines using automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent. - Diagnose and resolve complex endpoint issues, including MFA failures, identity anomalies, network connectivity problems, and endpoint irregularities; apply independent judgment to identify root causes and implement corrective actions. - Support Tier I personnel by enforcing best practices, creating and validating standard operating procedures (SOPs), and reviewing escalations. Use JAMF and Microsoft Intune for endpoint automation and configuration management; analyze Windows Event Viewer and macOS Console logs to identify error patterns and prevent recurrence. - Administer Microsoft Entra ID and Active Directory environments, including user account provisioning, group policy adjustments, and identity lifecycle management in coordination with IAM governance. - Support macOS and iOS administration, including device enrollment, configuration profile deployment, FileVault management, and integration with enterprise authentication and compliance frameworks. - Manage and track service tickets, providing clear and timely communication on status and resolutions through the official ticketing system, voicemail, email, and direct user interaction. - Replace defective or obsolete hardware and software; document all changes and verify asset records in accordance with agency asset management procedures. - Perform secure drive sanitization and destruction using BitRaser or other approved tools; maintain required documentation and certificates of destruction. - Identify recurring problem trends, develop mitigation strategies, and present findings and improvement recommendations to IT management. - Periodic Project and Engineering Tasks: - Implement and document imaging strategies using automation, scripting, and division-specific baselines to deliver secure, consistent workstation builds across all platforms. - Participate in patch management and vulnerability remediation cycles; coordinate with Nessus scan findings to prioritize remediation of critical and high-severity vulnerabilities. - Collaborate with IT technical leads across Cloud, Engineering, and Development teams to assess environment readiness and validate…