We are seeking two Journeyman Computer Support Specialists to provide onsite Tier II technical support. The selected candidates will support enterprise Windows and macOS environments, resolve moderate-complexity technical issues, manage endpoint devices, and assist with identity, security, cloud, and hybrid infrastructure support.
Responsibilities
- Provide Tier II support for Windows and macOS workstations, laptops, applications, and peripheral devices.
- Diagnose and resolve authentication, connectivity, endpoint performance, software, hardware, and configuration issues.
- Administer and support enterprise Windows and macOS environments, including imaging, deployment, configuration management, patching, and security baseline compliance.
- Use Microsoft Intune, JAMF, Ivanti, and KACE to deploy software, manage devices, enforce policies, and automate routine tasks.
- Support Microsoft Entra ID and Active Directory, including multifactor authentication, role-based access controls, and access-related troubleshooting.
- Support AWS-hosted resources, AWS-integrated identity services, and hybrid cloud environments.
- Analyze system logs, Windows Event Viewer, macOS Console diagnostics, and monitoring tools to identify and resolve technical issues.
- Coordinate incident response with Service Desk, Network Operations, Cybersecurity, and other technical teams.
- Improve automated imaging and endpoint deployment workflows.
- Apply Zero Trust security principles when supporting users, devices, identities, and system access.
- Document troubleshooting procedures, technical solutions, and recurring support issues.
- Create user-friendly technical guides and operating procedures.
- Mentor and provide technical guidance to Tier I support personnel.
- Maintain strong customer service while managing multiple priorities and tight deadlines.
Required Qualifications
- Experience providing Tier II or equivalent enterprise technical support.
- Strong experience supporting both Windows and macOS environments.
- Experience with device imaging, deployment, patch management, configuration management, and endpoint security baselines.
- Hands-on experience with Microsoft Intune, JAMF, Ivanti, KACE, or similar endpoint management platforms.
- Experience supporting Microsoft Entra ID, Active Directory, multifactor authentication, and role-based access controls.
- Experience diagnosing authentication, connectivity, endpoint performance, software, and hardware issues.
- Ability to analyze system logs, Windows Event Viewer, macOS Console data, and monitoring information.
- Experience supporting cloud or hybrid technology environments.
- Understanding of Zero Trust security concepts.
- Strong communication, documentation, customer service, and problem-solving skills.
- Ability to prioritize tasks and work effectively under tight deadlines.
- Ability to work onsite in Washington, DC.
Preferred Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience supporting AWS-hosted resources, cloud identity services, and on-premises-to-cloud integrations.
- Experience mentoring Tier I technicians.
- Experience coordinating incidents across service desk, network, infrastructure, and cybersecurity teams.
Preferred Certifications
- CompTIA Security+
- Microsoft Certified: Endpoint Administrator Associate
- Apple Certified IT Professional
- AWS Certified Cloud Practitioner or higher
- AWS Certified SysOps Administrator – Associate
- ITIL Foundation
Security Requirements
Candidates must meet all applicable citizenship, immigration, background, and customer access requirements. Selected candidates must successfully complete an FBI criminal background check, fingerprinting at U.S. Capitol Police Headquarters, and required cybersecurity and access training before starting work.
Pay: $40.00 - $45.00 per hour
Work Location: In person
