IT Help Desk Specialist / Systems Engineer

Liona Enterprises is seeking an experienced IT Help Desk Specialist/Systems Engineer to provide advanced Tier II end-user, endpoint, identity, and technical support in a secure enterprise environment. The specialist will evaluate and resolve complex IT system problems, develop corrective actions and alternative solutions, and support Windows, macOS, mobile devices, conference-room technology, and cloud-integrated resources.

The successful candidate must combine strong technical troubleshooting skills with excellent customer service, documentation, communication, and problem-solving abilities. The position requires primarily onsite performance in Washington, DC, staggered coverage, and occasional after-hours support.

Essential Duties and Responsibilities

• Provide advanced Tier II support for Windows and macOS workstations, laptops, mobile devices, peripherals, software, and conference-room technologies.
• Diagnose and resolve complex hardware, software, operating-system, network-connectivity, identity, access, and application issues.
  Evaluate IT system problems affecting workflow, organization, and operations and develop appropriate corrective actions, alternative solutions, and backup plans.

• Configure, image, deploy, refresh, maintain, and decommission enterprise endpoint devices.
• Perform user data migrations and validate the successful transfer of files, profiles, applications, and system settings.

• Administer and support endpoint-management platforms such as Microsoft Intune, JAMF, Ivanti, KACE, or comparable tools.
• Support Microsoft Active Directory, Microsoft Entra ID, multifactor authentication, user accounts, group membership, permissions, and role-based access controls.
• Support cloud and hybrid environments, including identity or resource integrations involving Amazon Web Services.
• Perform operating-system and application patching, security-baseline configuration, vulnerability remediation, and endpoint-compliance activities.
• Troubleshoot system issues using Windows Event Viewer, macOS Console, system logs, diagnostic utilities, and enterprise monitoring tools.
• Create and maintain automated imaging, configuration, software-deployment, and endpoint-management workflows.
• Develop PowerShell scripts to automate routine administrative, reporting, configuration, and troubleshooting activities.
• Record, prioritize, manage, escalate, and resolve incidents and service requests through the designated IT service-management platform.
• Coordinate escalated issues with network, systems, cloud, cybersecurity, application, and engineering teams.
• Apply Zero Trust principles and organizational cybersecurity requirements when administering endpoints, accounts, and access.
• Prepare and maintain technical procedures, knowledge-base articles, troubleshooting guides, configuration records, and user instructions.
• Provide technical guidance and mentoring to Level I support personnel.
• Communicate clearly with technical and nontechnical users while managing multiple assignments and maintaining a high level of customer service.
• Participate in staggered work schedules and provide occasional after-hours support when required.
  
  Security and Suitability Requirements
  
  • Meet all applicable citizenship, residency, employment-authorization, and customer eligibility requirements.
    
    • Be able to complete and receive favorable results from the required FBI criminal-history check.
    • Complete U.S. Capitol Police fingerprinting before receiving physical or network access.
    • Complete all required security, privacy, acceptable-use, and organizational training.
    • Protect government information, systems, equipment, credentials, and facilities in accordance with applicable policies.
  Physical and Work Requirements
  
  • Work primarily onsite at the designated government facility in Washington, DC.
  • Remain at a workstation and operate computer equipment for extended periods.
  • Move, install, connect, or replace standard desktop equipment and peripherals.
  • Travel within the customer facility to provide desk-side and conference-room support.
  • Adjust the work schedule when necessary to support operational coverage or after-hours activities.

Required Skills

• Bachelor's degree in Information Technology, Computer Science, cybersecurity, information systems, or a closely related field.
• At least five years of directly related experience providing enterprise IT, systems-engineering, endpoint-management, or advanced Tier II support.
• Demonstrated experience supporting both Windows and macOS operating systems.
• Experience with endpoint imaging, deployment, configuration, refresh, patching, and data migration.
• Working knowledge of Microsoft Active Directory, Microsoft Entra ID, multifactor authentication, and role-based access controls.
• Experience using enterprise endpoint-management tools such as Microsoft Intune, JAMF, Ivanti, or KACE.
• Experience resolving complex hardware, software, identity, endpoint, and connectivity issues.
• Knowledge of cybersecurity controls, vulnerability remediation, secure configuration standards, and Zero Trust principles.
• Experience with ticket-management or IT service-management systems.
• Ability to create and maintain clear technical documentation.
• Strong written and verbal communication, customer-service, prioritization, and problem-solving skills.
• Ability to work primarily onsite in Washington, DC, including staggered coverage and occasional after-hours assignments.

Desired Skills

• Experience supporting AWS-integrated identity services or AWS-hosted resources.
• Experience developing administrative automation using PowerShell.
• Working knowledge of Python.
• Experience supporting conference-room audiovisual or video-conferencing technologies.
• Experience operating in a federal government or other security-sensitive environment.
• ITIL-based service-management experience.

• One or more of the following certifications:
  • CompTIA Security+
  • Microsoft Certified: Endpoint Administrator Associate or equivalent
  • Apple Certified IT Professional
  • AWS Certified Cloud Practitioner or higher
  • AWS Certified SysOps Administrator-Associate
  • ITIL Foundation or equivalent