Remote IT Help Desk Specialist — Tier II

Digital Management Llc; Tysons (VA); Hybrid; USD 52,000 - 63,000; Full time

Job summary

DMI is seeking an IT Help Desk Specialist (Journeyman) to provide on-site Tier II support for a federal agency, now fully remote in the US. You'll handle Windows, macOS, and mobile devices, enforce security baselines, and assist Tier I while ensuring timely ticket resolutions.

You will work with IAM services like Entra ID/AD, MFA, and MDM tools, documenting procedures and improving incident response as part of a diverse IT team. Must be a US citizen.

Qualifications

• Experience with endpoint management and automation platforms: Ivanti, KACE, Microsoft Intune, and/or JAMF.
• Enterprise-level admin for macOS and Windows with imaging, deployment and security baseline adherence.
• Knowledge of identity and access management: Microsoft Entra ID/Active Directory, MFA, RBAC.
• Ability to diagnose authentication, connectivity, and performance issues via logs.
• Experience coordinating cross-team incident response with Service Desk and Cybersecurity.

Responsibilities

• Inspect, image, configure, and deploy Windows desktops, macOS systems, and mobile devices.
• Administer endpoint security baselines and zero-trust configurations across platforms.
• Register and configure mobile devices in MDM (MDM platforms) and train users on MFA and secure access.
• Use imaging/patching tools (Ivanti EPM, KACE, Intune, JAMF) to deploy updates and baselines.
• Support Tier I staff, document SOPs, and review escalations; analyze logs to prevent reoccurrence.
• Manage Entra ID/AD user provisioning, group policies, and IAM governance coordination.

Skills

Ivanti

KACE

Microsoft Intune

JAMF

macOS & Windows

Entra ID/AD

MFA

Education

Bachelor's degree in IT/CS

Tools

Ivanti EPM

KACE

Microsoft Intune

JAMF

Job description

DMI is seeking an IT Help Desk Specialist (Journeyman) to provide on-site Tier II support for a federal agency, now fully remote in the US. You'll handle Windows, macOS, and mobile devices, enforce security baselines, and assist Tier I while ensuring timely ticket resolutions.

You will work with IAM services like Entra ID/AD, MFA, and MDM tools, documenting procedures and improving incident response as part of a diverse IT team. Must be a US citizen.