We are seeking an experienced IT Help Desk Specialist (Tier II) to provide enterprise-level technical support for a federal customer. This role is responsible for delivering advanced desktop support, troubleshooting hardware and software issues, supporting Windows, macOS, and mobile environments, and ensuring a high level of customer service. The ideal candidate will have strong experience with endpoint management, identity and access management, and enterprise IT support within a secure environment.Key ResponsibilitiesProvide Tier II technical support for Windows, macOS, and mobile devices.Install, configure, troubleshoot, maintain, and repair desktops, laptops, peripherals, and software applications.Prepare, image, configure, and deploy new workstations and mobile devices.Manage support requests through the enterprise ticketing system while meeting service level expectations.Configure and administer mobile devices using enterprise Mobile Device Management (MDM) solutions.Support Microsoft Entra ID (Azure AD) and Active Directory user account administration, including account provisioning, permissions, and Multi-Factor Authentication (MFA).Troubleshoot authentication, connectivity, hardware, software, and endpoint performance issues.Perform operating system upgrades, firmware updates, security patches, and software deployments.Support endpoint management platforms including Microsoft Intune, JAMF, Ivanti, KACE, or equivalent solutions.Analyze Windows Event Viewer and macOS Console logs to identify and resolve technical issues.Support macOS administration, including FileVault, configuration profiles, and device enrollment.Maintain hardware inventory and perform asset management activities.Perform secure hard drive sanitization and data destruction using approved tools.Create and maintain technical documentation, SOPs, and knowledge base articles.Mentor Tier I support personnel and assist with escalated technical issues.Coordinate with Infrastructure, Network, Cloud, and Cybersecurity teams to resolve complex incidents.Support conference room technology and provide onsite user assistance as needed.Participate in workstation refreshes, technology rollouts, system upgrades, and other IT projects.Assist during outages, emergency response activities, and after-hours support when required.
