IT Help Desk Tier II & Endpoint Support
As a Help Desk Specialist, you will be responsible for advanced end user and endpoint administration, identity management, and cross-platform (Windows/macOS/mobile) support.
Hiring priority will be given to current or former Tier II Help Desk Specialists with experience. If you do not have prior Tier II Help Desk experience within a federal government environment, please do not apply to this listing.
Resumes and applications are being actively reviewed. Please be aware that a recruiter may reach out to you directly — if your contact information is not included in your application, please provide it.
What You'll Do
- Build and document imaging strategies using automation, scripting, and division-specific baselines for secure, consistent workstation builds across Windows and macOS
- 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.
- Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments following the imaging process, including upgrades, patches, firmware updates, and approved security configurations to maintain compliance with Zero Trust and Defense-in-Depth standards. Manage accounts and access in Active Directory / Entra ID
- 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.
- Configure and update devices remotely via Intune, JAMF, Ivanti, and KACE
- Mentor and guide junior help desk staff
- Support outage and security incident response using Microsoft Sentinel and VSOC and other monitoring platforms
- Maintain equipment records and perform data sanitization on retired devices
- Coordinate with Cloud, Engineering, and Development teams to assess environment readiness and confirm appropriate access for escalation functions
What you Bring
- Hands-on with endpoint management/automation tools: Ivanti, KACE, Microsoft Intune, JAMF
- Working knowledge of Microsoft Entra ID / Active Directory, MFA, and role-based access control
- Comfortable troubleshooting via system logs (Event Viewer, macOS Console) and monitoring tools
- Familiar with AWS-hosted resources and hybrid on-prem/cloud identity integration
- Clear communicator who documents well, writes user guides, and mentor’s junior staff; strong customer-service instincts under deadline pressure
Preferred Education: Bachelor’s degree in IT, computer science, or a related field is preferred but not required.
Preferred Certifications: CompTIA Security+ and Microsoft Certified: Endpoint Administrator Associate (or equivalent) are strongly preferred; also valued: ITIL Foundation, AWS Certified Cloud Practitioner (or higher-level AWS cert), AWS Certified SysOps Administrator – Associate
Experience Level: 3+ years of IT help desk experience in a federal or similar enterprise environment preferred
Clearance: favorable background check & fingerprinting required
Compensation: $50,000-65,000+/year, commensurate with experience
Why Team CTI
For over 47 years, Cyber Technology Innovations (CTI) — has delivered mission-critical IT and R&D services across federal, civilian, and defense agencies, Join a team of industry experts in a fast-growing, evolving organization where your growth is earned on merit, not measured by your time in a seat.
What we offer:
- Career Growth — clear paths and mentoring on long-term federal programs; advancement is earned on merit, not tenure
- Health & Wellness — comprehensive medical, dental, and vision for you and your family
- Financial — competitive pay, 401(k) match, and performance recognition
- Community — a team culture built on service, integrity, and mission
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Application Question(s):
- Do you hold CompTIA Security+ and a Microsoft Endpoint Administrator Associate certification (or equivalent)?
- Have you imaged and deployed Windows, macOS, and mobile devices using tools like Ivanti EPM or KACE, and repaired hardware/software to Zero Trust standards?
- Have you configured mobile devices (iOS/Android) in enterprise MDM platforms and managed macOS/iOS enrollment, profiles, and FileVault?
- Have you administered Microsoft Entra ID/Active Directory and supported AWS-integrated identity or hybrid cloud environments?
- Have you troubleshot complex endpoint/identity issues using Event Viewer, macOS Console, or Sentinel/VSOC, applying Zero Trust principles?
- Have you mentored junior support staff, used JAMF/Intune for automation, and coordinated with Network Ops/Cybersecurity during incident response?
- Have you performed secure drive sanitization/destruction (e.g., BitRaser) with required documentation?
- Have you built scripted imaging strategies, used Nessus for remediation, and analyzed recurring problem trends?
Work Location: In person
