Senior Help Desk Specialist / IT Support Specialist (Tier 1 / Tier 2)
Position Overview The Senior Help Desk Specialist will provide comprehensive information technology support services to the National Mediation Board (NMB), an independent federal agency. The contractor will support NMB staff across a hybrid work environment, including on-site and remote users, ensuring reliable access to NMB systems, infrastructure, and applications. Key Responsibilities Provide Tier 1 and Tier 2 help desk support for NMB staff across Windows and macOS laptops, desktops, tablets, and mobile devices (iOS and Android) Support and troubleshoot Microsoft Office, Google Workspace, Adobe Acrobat, and NMB-specific applications including the Mediation Case Management System, Arbitration Workstation, Knowledge Store, and Beyond Trust Manage and configure LAN infrastructure including firewalls, routers, networked printers, copiers, and scanners Perform software patching, upgrades, and configuration management in compliance with DISA STIG baselines Create and maintain operating system images and Standard Operating Environment (SOE) documentation Provide remote user support via LogMeIn or successor tools Support security and device management tools including CrowdStrike, Qualys, Ivanti Neurons/MobileIron, KnowBe4, Lookout for Mobile Threat Defense, BeyondTrust, and Yubikey Set up and manage user accounts, email, calendars, access credentials, and data encryption Maintain a detailed log of all service requests and resolutions, and submit weekly activity reports to the Contracting Officer's Representative (COR) Support asset management and inventory of all NMB-issued equipment Work independently as well as collaboratively with application developers, engineers, and other technical staff Required Qualifications Minimum of 5 years of continuous experience in a Help Desk Support role Demonstrated, documented experience supporting all systems and technologies listed in the NMB Performance Work Statement (PWS) Sections 2 and 3 Proficiency with Google Workspace, Microsoft Office Suite, and enterprise mobile device management platforms Experience with network configuration, LAN management, and firewall administration Familiarity with federal security frameworks including DISA STIGs and configuration baseline compliance Experience with GitHub and security tools such as Burp Suite, CrowdStrike, and Qualys Strong written and verbal communication skills; ability to produce clear technical documentation and weekly reports Motivated, results-oriented, and able to work both independently and as part of a team Education Degree in Computer Science, Information Systems, Software Engineering, or a related analytical, scientific, or technical discipline required Bachelor's degree (BS/BA) highly preferred Preferred Certifications CompTIA A or Google IT Support Professional Certification ITIL Certification