We are seeking an Operations & Maintenance Support Specialist to provide technical support for cloud services, hosted applications, and Virtual Desktop Infrastructure (VDI) in a government environment. This role serves as the frontline technical support contact for end-users while managing VDI technologies, troubleshooting system issues, and coordinating with specialized teams for complex problems. The ideal candidate will handle Tier 1 and Tier 2 support activities, maintain virtual machine environments, and ensure positive user experiences through responsive customer service and efficient incident management. Must be a US citizen and have an active TS/SCI security clearance is required for this position.
Sign-on Bonus available
Responsibilities include:
Serve as first point of contact for end-user technical support requests related to cloud services, hosted applications, and VDI functionality, providing responsive customer service and executing deep troubleshooting
Create, update, and maintain technical support tickets in Jira with accurate documentation, proper categorization, and tracking of resolution times to maintain SLA compliance
Escalate complex issues to Tier 2/3 support teams, SREs, and Platform Engineers with comprehensive documentation, coordinating with Development, DevOps, and Architecture teams for resolution
Manage VDI technologies including troubleshooting and repairing User Virtual Machines (UVMs), building and deploying base images for supported operating systems, and patching running UVMs
Build, package, deploy, and manage Salt States to install applications in virtual machines, operating the Salt Master for application deployment across the VDI environment
Monitor system performance, identify patterns indicating systemic issues, and support maintenance windows with user communication during planned outages
Maintain and update knowledge base articles, contribute to support procedures and troubleshooting guides, and participate in continuous service improvement initiatives
Work with cloud providers for Tier 1 and Tier 2 support issues, escalating Tier 3+ issues appropriately
Other duties as assigned
Technical Experience & Qualifications
Must be US Citizen
Education: Bachelor's degree in Computer Science, Information Technology, or related technical field
Experience: Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles
Security Clearance: Active TS/SCI clearance (Required)
VDI Experience: Hands-on experience with Virtual Desktop Infrastructure (VDI) technologies; Azure Virtual Desktop experience preferred
Configuration Management: Experience with configuration management tools such as Salt, Ansible, Chef, or Puppet
Ticketing Systems: Proficiency with Jira or similar ticketing and incident management systems
Cloud Platforms: Working knowledge of Azure cloud services; experience supporting cloud-based applications
Operating Systems: Strong troubleshooting skills in Windows and Linux environments
Virtual Machines: Experience building, deploying, and maintaining virtual machine images and environments
Customer Service: Proven track record of providing excellent customer service and technical support
Documentation: Strong written communication skills for creating clear technical documentation and knowledge base articles
Problem-Solving: Excellent troubleshooting and analytical skills with ability to resolve issues efficiently
Communication: Strong verbal and written communication skills for interacting with end-users and technical teams
Job Details
Job Family Information Technology
Job Function Cloud Computing
Pay Type Salary