Help Desk Specialist

The Ventura Group is seeking a highly experienced Help Desk Specialist to serve as key personnel supporting a high-visibility Federal Government program.

 IT Help Desk Specialist
Work Location: Washington DC (On-Site) | Clearance Level: Public Trust

Hours: 8:30AM – 5:00PM, Monday through Friday
**Position is contingent on contract award**

The Help Desk Specialist serves as key personnel supporting a high-visibility Federal Government program.

The Help Desk Specialist will provide Tier II desktop and endpoint support services. Also provide additional support as of the following; installation, configuration, deployment, troubleshooting, maintenance, and lifecycle support for desktop computers, laptops, mobile devices, operating systems, and supporting applications.

Key Responsibilities

-    Install, configure, troubleshoot, repair, and maintain desktop computers, laptops, mobile devices, printers, and peripherals.

  -      Prepare workstation imaging, operating system installations, hardware refreshes, software deployments, workstation cloning, and data migration activities.

  -    Troubleshoot hardware, software, authentication, endpoint performance, and connectivity issues using Windows Event Viewer, macOS Console, Microsoft Sentinel, VSOC monitoring platforms, Nessus, and other enterprise diagnostic tools.

  -    Support patch management, vulnerability remediation, endpoint security baselines, Zero Trust initiatives, Defense-in-Depth strategies, encryption technologies, and Data Loss Prevention (DLP) requirements.

  -   Provide Tier II technical support for Windows, macOS, iOS, and Android devices.

  -   Perform secure media sanitization utilizing BitRaser or approved enterprise tools

-  Develop and maintain Standard Operating Procedures (SOPs), Knowledge Base articles, and technical documentation.

-  Maintain accurate service records utilizing enterprise Help Desk ticketing systems to document, prioritize, track, escalate, and resolve customer support requests.

  -  Identify recurring technical issues and recommend process improvements and automation opportunities.

-   Deliver professional, responsive customer service while supporting mission-critical government operations.

 Education/Requirements

-     Bachelors Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical discipline.

-   Minimum five (5) years of experience providing enterprise desktop support, Help Desk, endpoint administration, or systems support.

-   Experience supporting Windows, macOS, iOS, and Android operating systems.

-    Experience supporting Microsoft Entra ID, Active Directory, Group Policy, and Multi-Factor Authentication (MFA).

-   Experience administering Microsoft Intune, JAMF, Ivanti Endpoint Manager (EPM), KACE, and Mobile Device Management (MDM) platforms.

-   Experience with workstation imaging, operating system deployment, software installation, hardware refreshes, endpoint management, patch management, and vulnerability remediation.

-      Experience utilizing Microsoft Sentinel, VSOC monitoring platforms, Nessus, Windows Event Viewer, macOS Console, BitRaser, and enterprise troubleshooting tools.

-    Authorization to work in the United States permanently without sponsorship.

Preferred Qualifications

-       CompTIA Security+

-       Microsoft Certified: Endpoint Administrator Associate

-       Apple Certified IT Professional

-       AWS Certified Cloud Practitioner (or higher)

-       ITIL Foundation

-      Experience supporting a federal civilian agency or other government enterprise IT environment.