customsoftwaresystems

customsoftwaresystems

IT Help Desk Specialis

Washington, District of Columbia

Sponsorship not specifiedDetected 7 days ago
CSSiOSAndroidAWSCybersecurityIncident ResponseCustomer SupportZero TrustCommunicationCollaborationProblem SolvingCompTIA

About the role

  • Register and configure mobile devices (iOS, Android) within enterprise mobile device management (MDM) platforms; provide users with training and troubleshooting on authentication, MFA, and secure remote connectivity.
  • Load and verify software packages and configuration baselines through automated imaging and patching tools such as Ivanti EPM, KACE, or equivalent, ensuring accuracy and adherence to approved division templates.
  • Leverage JAMF and Microsoft Intune for endpoint automation and configuration management.

Responsibilities

  • Install, configure, troubleshoot, and maintain employee hardware, software, and peripheral components across Windows and macOS environments, including upgrades, patches, firmware updates, and approved security configurations to maintain compliance with Zero Trust and Defense-in-Depth standards.
  • Execute system verification tests by entering administrative commands and monitoring log output to validate image integrity, patch levels, and compliance with endpoint security policies
  • Support Tier I personnel by enforcing best practices, creating and validating SOPs, reviewing escalations, and collaborating on issue resolution.
  • Apply system administration expertise to analyze Windows Event Viewer and macOS Console logs, identify error patterns, and develop evidence-based solutions to prevent recurrence.
  • Execute system verification tests by entering administrative commands and monitoring log output to validate image integrity, patch levels, and compliance with endpoint security policies; confirm logs are being received in accordance with guidance from Sentinel, VSOC, and other monitoring platforms.
  • Replace defective or obsolete hardware and software components, document all changes, and verify asset records in accordance with CBO asset management procedures.
  • Identify and analyze recurring problem trends, develop mitigation strategies, and present findings and improvement recommendations to IRM management.
  • Ensure rigorous application of information security and information assurance principles in all aspects of customer support, including encryption, data loss prevention, and secure credential handling.
  • Support macOS and iOS administration, including device enrollment, configuration profile deployment, FileVault management, and integration with enterprise authentication and compliance frameworks.
  • Use approved hard drive cloning devices and software to support workstation deployments, refreshes, data migrations, and recovery operations.

Requirements

  • Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines.
  • Knowledge, Skills & Abilities
  • The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant monitoring tools.
  • A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows.
  • A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization's security, compliance, and configuration standards.
  • Must have excellent customer service and problem-solving skills and the ability to prioritize tasks to meet tight deadlines while maintaining professionalism and responsiveness.
  • Bachelor's degree in information technology, Computer Science, or a closely related field.
  • Perform secure drive sanitization and destruction using BitRaser or other approved tools, maintaining required documentation and certificates of destruction.
  • Compensation range must be coordinated with and approved by the CSS Chief Operating Officer (COO).

Nice to have

  • CompTIA Security+
  • Microsoft Certified: Endpoint Administrator Associate (or equivalent)
  • Wage Range: Negotiable

Skills

  • Endpoint Administrator Associate (or equivalent)
  • Apple Certified IT Professional
  • AWS Certified Cloud Practitioner (or higher-level AWS certification)
  • ITIL Foundation or equivalent certification in service management
  • Certified SysOps Administrator - Associate
  • Compensation & Benefits

Compensation

  • Wage Range: Negotiable
  • Compensation range must be coordinated with and approved by the CSS Chief Operating Officer (COO).
  • Compensation & Benefits information is required for all Maryland Employers effective October 1, 2024.

Benefits

  • Custom Software Systems, Inc. offers our employees a competitive benefits package that may include:
  • Health Savings Account (HSA)
  • Basic term life insurance
  • Supplemental term life insurance for employees, spouses, and dependents
  • Parking/Commuting expense reimbursement
  • Compensation & Benefits information is required for all Maryland Employers effective October 1, 2024.
  • Health insurance plans
  • Long-term disability
  • Short-term disability
  • Training/Education

Visa & Work Authorization

  • Citizenship
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This listing is sourced directly from customsoftwaresystems's careers page and normalized into a canonical job model.