Azure Help Desk - TS​/SCI - Operations & Maintenance Spec Security Clearance

Position: Azure Help Desk - TS/SCI - Operations & Maintenance Support Spec with Security Clearance
We are seeking an Azure Help Desk - 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.

An active TS/SCI security clearance is required for this position. Sign-on Bonus available Why Work with us? Applied Research Solutions (ARS) is respected as a world-class provider of technically integrated solutions as we deliver premier talent and technology across our focused markets for unparalleled, continuous mission support.

Awarded a Best Places to Work nominee since 2020, ARS recognizes that without our career- driven, loyal professionals, we would not be able to deliver state-of-the-art results for our mission partners. We firmly believe that prioritizing our employees is of the upmost importance. We provide a culture where our employees are challenged to meet their career goals and aspirations, while still obtaining a work/life balance.

ARS employees are motivated through our industry competitive benefits package, our awards and recognition program, and personalized attention from ARS Senior Managers.

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)

* Administration, back up and recovery of Jira, Confluence and Gitlab experience

* 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
All positions at Applied Research Solutions are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity check. This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and…