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 permissions.
  • Assist in responding to outages, service disruptions, and emergencies, including participation in incident response activities.
  • Recommend and implement advanced remedial measures, including driver updates, policy adjustments, and imaging corrections; automate solutions where feasible in coordination with agency IT leadership.

Qualifications

Education and Years of Experience:  

• Bachelor's degree in Information Technology, Computer Science, or a closely related field.

Required Skills & Certifications:

• Demonstrated experience with endpoint management and automation platforms: Ivanti, KACE, Microsoft Intune, and/or JAMF.
• Enterprise-level administration and sup