IT Help Desk Specialist

***This position is for a proposal. Resume and Letter of Intent are required for this position***


Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.


Position Title: IT Help Desk Specialist


Number of positions: 5


Location addresses: Onsite at Ford House Office Building, 2nd and D Streets SW, DC


Clearance level: FBI criminal history check and complete fingerprinting at United States Capitol Police headquarters prior to start


Degree: Bachelor's degree in Information Technology, Computer Science, or a closely related discipline.


Salary: Please provide your salary requirement


Start date: September/October


Job Description: The IT Help Desk Specialist supports the Congressional Budget Office's Information Resources Management and Technical Services Unit. The role delivers advanced front-line technical support across Windows, macOS, and mobile endpoints for approximately 275 agency staff, resolving an average of 7 to 9 tickets per day with moderate to advanced complexity. Work is performed primarily on-site at the Ford House Office Building in Washington, DC, with occasional support at CBO's alternate computing facility in Manassas, Virginia, and at Equinix in Ashburn, Virginia. The position requires both individual troubleshooting proficiency and the ability to mentor Tier I personnel, author standard operating procedures, and apply independent judgment when diagnosing multi-factor authentication failures, identity anomalies, and endpoint irregularities.


MINIMUM QUALIFICATIONS


Candidates must possess a minimum of three (3) years of professional experience in enterprise IT help desk and endpoint support, inclusive of the competencies described below.

• Direct experience providing advanced technical support and troubleshooting for personal computers, mobile devices, and related peripherals in an enterprise or agency environment.

• Demonstrated ability to deploy, configure, and maintain endpoint hardware and software across Windows and macOS platforms, including patching, imaging, and security baseline compliance.


• Working knowledge of Microsoft Entra ID or Active Directory administration, including account provisioning, group policy, and identity lifecycle management.


• Experience diagnosing multi-factor authentication failures, network connectivity issues, and endpoint irregularities using system logs and diagnostic tools.


• Prior support of a mixed Windows, macOS, and mobile device fleet using enterprise endpoint management platforms such as Ivanti EPM, KACE, Microsoft Intune, or Jamf.


• Experience supporting AWS-hosted resources or hybrid on-premises and cloud identity integrations.


• Experience applying Zero Trust and Defense-in-Depth security principles to endpoint, user, and network interactions.


• Experience with secure drive sanitization and destruction procedures, using tools such as BitRaser, and maintaining certificates of destruction.


• Prior experience mentoring Tier I technicians, authoring knowledge base articles, or developing standard operating procedures for a service desk team.


• Prior support of a federal, legislative branch, or other government IT environment, given CBO's status as a legislative branch agency operating outside standard FAR set-aside procedures.


• 3 or more years administering Windows and macOS environments, including imaging, configuration management, and security baseline enforcement.


• 2 or more years supporting Microsoft Entra ID or Active Directory, multi-factor authentication, and role-based access controls.


• Experience with automated imaging and patching tools such as Ivanti, KACE, Jamf, or Intune, and participation in vulnerability remediation cycles informed by scan findings such as those from Nessus.


• Experience registering and configuring iOS and Android devices within an enterprise MDM platform.


• Diagnostics: proficiency analyzing Windows Event Viewer and macOS Console logs to identify error patterns and develop corrective actions.


• Demonstrated ability to communicate ticket status and technical guidance clearly to non-technical staff, and to document resolutions in a ticketing system.


• Experience working alongside Network Operations, Cybersecurity, and Tier III Engineering teams on escalations and incident response.

PREFERRED QUALIFICATIONS


The following capabilities are not mandatory but nice to have.

• Experience administering AWS-integrated identity solutions or supporting hybrid cloud infrastructure in a government or regulated environment.

• Familiarity with monitoring platforms such as Sentinel or VSOC, or experience confirming log ingestion for security operations centers.


• Experience developing imaging strategies that incorporate scripting or automation to reduce manual deployment steps.


• Prior experience training end users on collaboration software, cloud services, and self-service IT resources.


• Familiarity with asset management procedures and documentation practices consistent with federal property accountability standards.


• Microsoft Certified: Identity and Access Administrator Associate


• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)


• Jamf Certified Associate


• CompTIA A+ and CompTIA Network+, as a foundation credential pairing with Security+


• AWS Certified SysOps Administrator, Associate level, as a step above Cloud Practitioner


• ITIL 4 Foundation, if the candidate's existing ITIL credential predates the version 4 framework

CERTIFICATIONS

• CompTIA Security+


• Microsoft Certified: Endpoint Administrator Associate, or equivalent


• Apple Certified IT Professional


• AWS Certified Cloud Practitioner, or a higher-level AWS certification


• ITIL Foundation, or an equivalent service management certification


• Certified SysOps Administrator, Associate level

SECURITY REQUIREMENTS

• United States citizenship


• Ability to obtain a favorable FBI criminal history check and complete fingerprinting at United States Capitol Police headquarters prior to the start of performance.


• Willingness to complete CBO-mandated cybersecurity, computer access, and content management training, and to execute an individual non-disclosure agreement.

Benefits: All full-time employees are eligible to participate in our benefits programs:

• Health, dental, and vision insurance


• 401(k) retirement plan


• Paid time off (PTO) and holidays


• Group Term Life and Accidental Death and Dismemberment Insurance


• Voluntary Term Life Insurance


• Short and Long-term disability insurance

Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.


Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)


Disability Statement. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at marie@knowledgemanagement.com.

This position supports a federal program that requires U.S. Citizenship and the ability to obtain and maintain a federal security clearance/background investigation.