IT Help Desk Specialist Featured Washington, DC

Kaizen Lab Inc.; Manassas (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

Rapid Strategy is seeking an experienced IT Help Desk Specialist to support a federal customer in Washington, DC. This role provides advanced Tier II desktop support across Windows, macOS, and mobile platforms, while supporting enterprise endpoint management and identity administration.

You'll collaborate with Service Desk, Infrastructure, Network Operations, Cloud Services, and Cybersecurity teams to deliver high-quality technical support, maintain secure endpoint environments, and contribute

Qualifications

• Minimum three years of enterprise IT Help Desk, Desktop Support, or Endpoint Administration experience.
• Experience supporting Windows 10/11 and macOS in an enterprise environment.
• Experience with endpoint management platforms (Intune, JAMF, Ivanti EPM, KACE).
• Experience administering Microsoft Entra ID and Active Directory.
• Experience with iOS and Android devices using MDM solutions.
• Experience using ITSM platforms (ServiceNow, Jira, Remedy).
• Strong troubleshooting, analytical, and customer service skills.
• Excellent written and verbal communication.

Responsibilities

• Provide advanced Tier II support for Windows and macOS workstations.
• Deploy, image, configure, and troubleshoot desktops, laptops, peripherals, and mobile devices.
• Support enterprise endpoint management platforms including Intune, JAMF, Ivanti EPM, or KACE.
• Administer Microsoft Entra ID and Active Directory, including user provisioning and MFA.
• Configure, enroll, and manage iOS and Android devices using MDM solutions.
• Perform software installations, patch management, and security baselines.
• Troubleshoot authentication, network connectivity, endpoint performance, hardware, and software issues.
• Analyze Windows Event Viewer and macOS Console logs to identify root causes.
• Develop and maintain technical documentation and SOPs.
• Collaborate with cybersecurity teams on Zero Trust initiatives and remediation.

Skills

Advanced troubleshooting

Customer service

Communication skills

Analytical thinking

Team collaboration

Windows/macOS support

Security/compliance awareness

Education

Bachelor's degree in IT or related field

Tools

Microsoft Intune

JAMF

Ivanti Endpoint Manager

KACE

Active Directory

ServiceNow

Jira

Remedy

Job description

Position Overview

Rapid Strategy is seeking an experienced IT Help Desk Specialist to support a federal customer in Washington, DC. This position provides advanced Tier II desktop support across Windows, macOS, and mobile platforms while supporting enterprise endpoint management, identity administration, and cybersecurity initiatives. The successful candidate will work closely with Service Desk, Infrastructure, Network Operations, Cloud Services, and Cybersecurity teams to deliver high-quality technical support and maintain secure, reliable endpoint environments.

Key Responsibilities

• Provide advanced Tier II technical support for Windows and macOS workstations.
• Deploy, image, configure, and troubleshoot desktops, laptops, peripherals, and mobile devices.
• Support enterprise endpoint management platforms including Microsoft Intune, JAMF, Ivanti Endpoint Manager (EPM), KACE, or equivalent solutions.
• Administer Microsoft Entra ID and Active Directory, including user provisioning, group management, MFA administration, and identity lifecycle support.
• Configure, enroll, and manage iOS and Android devices using enterprise Mobile Device Management (MDM) solutions.
• Perform software installations, patch management, firmware updates, and configuration management while maintaining security baselines.
• Troubleshoot authentication, network connectivity, endpoint performance, hardware, and software issues.
• Analyze Windows Event Viewer and macOS Console logs to identify root causes and implement corrective actions.
• Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Support hardware refreshes, workstation deployments, data migrations, and asset inventory management.
• Collaborate with cybersecurity teams to support Zero Trust initiatives, endpoint compliance, encryption, secure credential handling, and vulnerability remediation.
• Participate in IT projects, incident response activities, and continuous service improvement initiatives.

Required Qualifications

• Minimum three (3) years of enterprise IT Help Desk, Desktop Support, or Endpoint Administration experience.
• Experience supporting Windows 10/11 and macOS in an enterprise environment.
• Experience with Microsoft Intune, JAMF, Ivanti EPM, KACE, or similar endpoint management platforms.
• Experience administering Microsoft Entra ID and/or Active Directory.
• Experience supporting iOS and Android mobile devices using enterprise MDM solutions.
• Experience using ServiceNow, Jira, Remedy, or similar IT service management platforms.
• Strong understanding of endpoint imaging, software deployment, patch management, and configuration management.
• Excellent troubleshooting, analytical, and customer service skills.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience supporting hybrid cloud or AWS environments.
• Experience with PowerShell, Bash, or other scripting languages.
• Experience supporting Zero Trust architectures and endpoint security controls.
• Experience with vulnerability management and remediation.
• Experience supporting Microsoft 365 and enterprise collaboration platforms.

Preferred Certifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner
• ITIL Foundation
• CompTIA A+

Education

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Equivalent professional experience will be considered.

Work Location & Schedule

• Primarily onsite at the Congressional Budget Office in Washington, DC.
• Occasional work may be required at customer facilities in Manassas, VA and Ashburn, VA.
• Standard business hours are Monday through Friday, 8:30 AM to 5:00 PM.
• Occasional after-hours support may be required during system outages, maintenance windows, or emergency situations.

Security Requirements

• Must be a U.S. Citizen, Lawful Permanent Resident, or authorized H-1B employee eligible to work in the United States.
• Must successfully complete an FBI criminal background investigation and fingerprinting prior to starting work.
• Must complete all required customer cybersecurity and security awareness training before receiving system access.
• Ability to maintain confidentiality and comply with all customer security and information handling requirements.

Why Rapid Strategy?

Rapid Strategy is a growing cybersecurity and technology consulting firm committed to developing exceptional talent. We invest in our employees by providing competitive compensation, generous paid time off, comprehensive benefits, professional certification support, and opportunities to work on impactful federal technology initiatives. Our leadership team is hands‑on, collaborative, and committed to helping employees build long‑term careers—not just fill roles.