Operations Maintenance and Support Specialist Security Clearance

Position: Operations Maintenance and Support Specialist with Security Clearance
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, Dev Ops, 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