IT Help Desk Support Services

We are seeking an experienced IT Help Desk Specialist (Tier II) to provide enterprise-level technical support for a federal customer. This role is responsible for delivering advanced desktop support, troubleshooting hardware and software issues, supporting Windows, macOS, and mobile environments, and ensuring a high level of customer service. The ideal candidate will have strong experience with endpoint management, identity and access management, and enterprise IT support within a secure environment.

Key Responsibilities

• Provide Tier II technical support for Windows, macOS, and mobile devices.
• Install, configure, troubleshoot, maintain, and repair desktops, laptops, peripherals, and software applications.
• Prepare, image, configure, and deploy new workstations and mobile devices.
• Manage support requests through the enterprise ticketing system while meeting service level expectations.
• Configure and administer mobile devices using enterprise Mobile Device Management (MDM) solutions.
• Support Microsoft Entra ID (Azure AD) and Active Directory user account administration, including account provisioning, permissions, and Multi-Factor Authentication (MFA).
• Troubleshoot authentication, connectivity, hardware, software, and endpoint performance issues.
• Perform operating system upgrades, firmware updates, security patches, and software deployments.
• Support endpoint management platforms including Microsoft Intune, JAMF, Ivanti, KACE, or equivalent solutions.
• Analyze Windows Event Viewer and macOS Console logs to identify and resolve technical issues.
• Support macOS administration, including FileVault, configuration profiles, and device enrollment.
• Maintain hardware inventory and perform asset management activities.
• Perform secure hard drive sanitization and data destruction using approved tools.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Mentor Tier I support personnel and assist with escalated technical issues.
• Coordinate with Infrastructure, Network, Cloud, and Cybersecurity teams to resolve complex incidents.
• Support conference room technology and provide onsite user assistance as needed.
• Participate in workstation refreshes, technology rollouts, system upgrades, and other IT projects.
• Assist during outages, emergency response activities, and after-hours support when required.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience supporting enterprise Windows and macOS environments.
• Strong knowledge of Microsoft Entra ID (Azure AD) and Active Directory administration.
• Hands-on experience with endpoint management platforms such as Microsoft Intune, JAMF, Ivanti, or KACE.
• Experience deploying and supporting Windows, macOS, iOS, and Android devices.
• Knowledge of endpoint imaging, software deployment, and patch management.
• Experience troubleshooting authentication, networking, operating system, and hardware issues.
• Understanding of Zero Trust security principles and endpoint security best practices.
• Experience working in cloud or hybrid environments, preferably AWS.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong customer service mindset with experience supporting end users.

Certifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
• Apple Certified IT Professional
• AWS Certified Cloud Practitioner (or higher)
• ITIL Foundation
• AWS Certified SysOps Administrator – Associate

Work Schedule

• Monday through Friday
• 8:30 AM – 5:00 PM
• Approximately 40 hours per week
• Occasional after-hours support for system outages or emergency activities

Work Environment

This position is primarily onsite in Washington, DC, with occasional work at alternate customer facilities in Manassas, VA and Ashburn, VA.

What We're Looking For

The ideal candidate is a customer-focused IT professional with strong desktop support experience across Windows and macOS environments. You should be comfortable working independently, resolving complex technical issues, collaborating across IT teams, and supporting enterprise technologies while maintaining high security and service standards.

 

 

 

 

 

 

Integres offers competitive salaries bolstered by a comprehensive benefits package, which provides safety and security for our employees and their families. Our generous benefits package includes

• Healthcare and Insurance: medical, dental, vision, short- and long-term disability protection, basic life and AD&D insurance
• 401(k) Savings Plan
• Accrued Paid Time Off (PTO)
• Employee Recognition and Rewards
• Employee Referral Bonuses

Integres is an equal opportunity affirmative-action employer.  We encourage Minority/Female/Protected Veteran/Disabled applicants to apply.  Integres, LLC proactively fulfills its role as an equal opportunity employer.  We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime, or Campaign Badge Veteran, Armed Forces services Medal, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.