IT Help Desk Specialist (Tier II)

Ortman Consulting LLC; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

Ortman Consulting LLC in Washington, DC is hiring two senior help desk specialists to support a federal agency's IT operations on Capitol Hill. You will serve as the advanced front line, deploying and troubleshooting Windows, macOS, and mobile devices.

This role involves imaging, deploying endpoints, handling complex escalations, mentoring Tier I staff, and coordinating with Tier III engineering and cybersecurity teams in a security-first, Zero Trust environment.

Qualifications

• 5+ years enterprise IT support with Windows and macOS administration.
• MDM administration: Jamf (macOS) and Intune (Windows).
• Microsoft Entra ID / Active Directory administration; MFA and RBAC troubleshooting.
• Strong log‑analysis troubleshooting and customer service skills.
• US citizenship or lawful permanent residency; FBI background check required.
• On‑site 5 days/week, Washington, DC.

Responsibilities

• Image and deploy Windows and macOS endpoints and iOS/Android devices using enterprise MDM tools.
• Diagnose complex issues across identity, connectivity, and endpoint management.
• Mentor Tier I technicians and coordinate with Tier III engineering and cybersecurity teams.
• Assist with patch management and vulnerability remediation.
• Write SOPs and knowledge base articles; build automation scripts.

Job description

Ortman Consulting is hiring two senior help desk specialists (2 openings) to support a federal legislative-branch agency's IT operations on Capitol Hill in Washington, DC. This Tier II role serves as the advanced front line for a roughly 275-person professional workforce: deploying and troubleshooting Windows, macOS, and mobile devices; resolving the most complex escalations; and mentoring Tier I staff. Responsibilities include imaging and deploying Windows and macOS endpoints and iOS/Android mobile devices using enterprise MDM tools (Intune, JAMF, Ivanti EPM/KACE or similar); diagnosing complex issues -- MFA and identity failures, connectivity problems, endpoint anomalies -- using Event Viewer, macOS Console, and monitoring platforms; administering Microsoft Entra ID / Active Directory for account provisioning, group policy, and identity lifecycle; supporting patch management and vulnerability remediation (Nessus-driven); writing SOPs and knowledge base articles and building automation scripts; mentoring Tier I technicians; and coordinating with Tier III engineering, network operations, and cybersecurity teams. This is a hands‑on, high‑visibility role in a modern, security‑first environment: Zero Trust, an MDM‑managed macOS/Windows/iOS/Android fleet, and AWS‑integrated identity. On‑site 5 days a week, Washington, DC.

Requirements

Minimum Qualifications

• 5+ years enterprise IT support with both Windows and macOS administration (imaging, deployment, security baselines)
• Hands‑on JAMF (macOS) and/or Intune (Windows) MDM administration -- candidates with both strongly preferred (Ivanti/KACE a plus)
• Microsoft Entra ID / Active Directory administration; MFA and RBAC troubleshooting
• Strong log‑analysis troubleshooting and customer service skills
• US citizenship or lawful permanent residency (H1B considered if fully work‑eligible); must be able to pass an FBI fingerprint background check
• On‑site 5 days/week, 8:30 AM - 5:00 PM, Washington, DC (occasional Manassas/Ashburn data center visits)

Preferred Qualifications

• Apple Certified IT Professional, CompTIA Security+, Microsoft Endpoint Administrator, AWS Cloud Practitioner, or ITIL
• AWS / hybrid cloud environment experience; Zero Trust familiarity
• BS in IT/Computer Science (equivalent experience accepted)