IT Help Desk Specialist (US Citizens)

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative IT solutions to the Federal Government. We are committed to excellence, innovation, and supporting mission-critical programs that serve our nation.
We are seeking  highly skilled and experienced IT professionals to provide advanced Tier II help desk support services at the Congressional Budget Office (CBO) in Washington, DC. CBO is a small, nonpartisan Legislative Branch agency of approximately 275 employees providing independent economic and budgetary analysis to the United States Congress. These are high-visibility, on-site roles supporting CBO's Information Resources Management and Technical Services Unit across Windows, macOS, and mobile platforms.
Responsibilities:
Inspect computer equipment and prepare systems for deployment based on onboarding
documentation and division-specific requirements, ensuring proper imaging, configuration, and
inventory registration prior to delivery.
• Deploy and configure Windows desktops, macOS systems, and mobile devices following the
imaging process, ensuring each device is properly inventoried, validated against security
baselines, and ready for end-user delivery in accordance with division-specific requirements and
IRM standards.
• 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 to maintain compliance with Zero Trust and 
Defense-in-Depth standards.
• Register and configure mobile devices (iOS, Android) within enterprise mobile device 
management (MDM) platforms; provide users with training and troubleshooting on 
authentication, MFA, and secure remote connectivity.
• Load and verify software packages and configuration baselines through automated imaging and 
patching tools such as Ivanti EPM, KACE, or equivalent, ensuring accuracy and adherence to 
approved division templates.
• Execute system verification tests by entering administrative commands and monitoring log output 
to validate image integrity, patch levels, and compliance with endpoint security policies; confirm 
logs are being received in accordance with guidance from Sentinel, VSOC, and other monitoring 
platforms.
• Diagnose and resolve complex system issues, including multi-factor authentication failures, 
identity anomalies, network connectivity problems, and endpoint irregularities, applying 
independent judgment to identify root causes and implement corrective actions while protecting 
sensitive data.
• Support Tier I personnel by enforcing best practices, creating and validating SOPs, reviewing 
escalations, and collaborating on issue resolution. Leverage JAMF and Microsoft Intune for 
endpoint automation and configuration management. Apply system administration expertise to 
analyze Windows Event Viewer and macOS Console logs, identify error patterns, and develop 
evidence-based solutions to prevent recurrence.
• Instruct users on the effective use of equipment, collaboration software, cloud services, and self service resources; contribute to end-user documentation and knowledge base updates.
• Coordinate activities with the Service Desk, Network Operations, Cloud Services, and 
Cybersecurity teams to ensure timely issue resolution and alignment with IRM standards.
• Provide clear and timely communication on ticket status, updates, and resolutions through the 
official tracking system, voicemail, email, or direct user interaction in accordance with customer 
service performance metrics.
• Replace defective or obsolete hardware and software components, document all changes, and 
verify asset records in accordance with CBO asset management procedures.
• Identify and analyze recurring problem trends, develop mitigation strategies, and present findings 
and improvement recommendations to IRM management.
• Ensure rigorous application of information security and information assurance principles in all 
aspects of customer support, including encryption, data loss prevention, and secure credential 
handling.
• Administer Microsoft Entra ID / 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.
• Perform secure drive sanitization and destruction using BitRaser or other approved tools, 
maintaining required documentation and certificates of destruction.
• Use approved hard drive cloning devices and software to support workstation deployments, 
refreshes, data migrations, and recovery operations.
 
The Contractor employees shall periodically perform the project and engineering tasks listed below, 
consistent with instructions and guidance provided by the COR:
• Recommend and implement advanced remedial measures — such as driver updates, policy 
adjustments, or imaging corrections — to restore full functionality and prevent recurrence. 
Coordinate reviews with the Chief Information Officer (CIO) / Deputy Chief Information Officer 
(DCIO) and automate solutions where feasible.
• Implement and document imaging strategies that leverage automation, scripting, and division specific baselines to deliver secure, consistent workstation builds across all platforms.
• Participate in patch management and vulnerability remediation cycles, ensuring timely updates 
and adherence to established configuration management policies; coordinate with Nessus scan 
findings to prioritize remediation of critical and high-severity vulnerabilities.
• Collaborate with IRM technical leads (Cloud, Engineering, and Development teams) to assess 
environment readiness, validate permissions, and confirm that personnel maintain appropriate 
administrative access for Tier II and escalation functions.
• Assist in responding to outages, service disruptions, and other emergencies, including 
participation in incident response activities
Requirements:

• Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines.
• Experience utilizing and supporting endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies, and streamline routine tasks.
• The ability to manage and troubleshoot identity and access management services, including Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions.
• The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant monitoring tools.
• The ability to coordinate cross-team incident response activities by working closely with the Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation, escalation, and remediation of technical issues.
• A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows.
• A strong understanding of cloud and hybrid environment management, with specific experience supporting AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructures.
• A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization’s security, compliance, and configuration standards.
• Clear and effective communication, including the ability to document technical procedures, create user-friendly guides, and mentor Level I technicians to enhance overall Service Desk capability.
• Must have excellent customer service and problem-solving skills and the ability to prioritize tasks to meet tight deadlines while maintaining professionalism and responsiveness.

Preferred Certifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate (or equivalent)
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner (or higher-level AWS certification)
• ITIL Foundation or equivalent certification in service management
• Certified SysOps Administrator – Associate

Preferred Education

• Bachelor’s degree in information technology, Computer Science, or a closely related field.

Security Requirements 

• The employees must be U.S. citizens,  
•  The employees shall obtain favorable FBI criminal checks and be fingerprinted at the U.S. Capitol Police headquarters in Washington, DC prior to starting work.
•  The employees may need to complete additional training as required by CBO to meet cybersecurity, computer access, and content management requirements.