Job Description

Key Responsibilities

• Laptop Deployment & Imaging:
• Set up and deploy laptops, create and maintain golden images using OS deployment tools (PLUS OS Deployer preferred).
• Mobile Device Management (MDM):
• Implement, configure, and maintain MDM solutions (Intune, JAMF, or similar).
• Set up and manage Intune environments, not just maintain existing setups.
• Service Desk Operations:
• Handle Tier 13 support tickets (68 per day, typically resolved in 15 minutes or less).
• Troubleshoot PC hardware and software issues.
• Support users in both Arlington and remote locations (cross-team and TeamViewer support).
• Manage Office 365, license permissioning, and MFA.
• Address phishing email incidents and keep devices up to date.
• Customer Service & Collaboration:
• Partner with Jason to improve customer service processes (CSR) across the organization.
• Work independently as an individual contributor within a 6-person team.
• Continuous Improvement:
• Identify and propose process improvements for service desk and MDM operations.

Must-Have Qualifications

• 25 years of senior helpdesk/service desk experience.
• Strong PC troubleshooting skills (hardware & software).
• Proven experience with MDM (Intune, JAMF, or similar)including setup and ongoing management.
• Experience with OS deployment and imaging (PLUS OS Deployer or equivalent).
• Office 365 administration and license management.
• Familiarity with MFA and phishing email response.
• Comfortable handling Tier 13 tickets.
• Self-motivated, fast learner, and proactive problem solver.
• Able to work onsite in Arlington, VA, 5 days/week during contract period.
• No on-call required during contract (only 2 calls/year expected).

Preferred Qualifications

• A+ Certification, MCP, or Endpoint Manager certification.
• Experience with Windows-heavy environments.
• Experience with JAMF or other MDM platforms.
• Experience with endpoint management tools.

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