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 TSSCI security clearance, which is required for this position.
Sign-on Bonus available
Responsibilities include:
• Serve as the 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 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, 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 a US citizen.
Education: Bachelors degree in Computer Science, Information Technology, or a related technical field.
Experience: Minimum 3 years of professional experience in help desk technical support operations or IT customer service roles.
Security Clearance: Active TSSCI clearance is required.
VDI Experience: Hands-on experience with Virtual Desktop Infrastructure (VDI) technologies.
Azure Virtual Desktop experience is 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 the ability to resolve issues efficiently.
Communication: Strong verbal and written communication skills for interacting with end-users and technical teams.