Senior IT Service Desk Agent

2 weeks ago

Vienna, Virginia, United States Tesla Laboratories. Inc. Full time
Job Title: Senior IT Service Desk Agent

We are seeking a highly skilled Senior IT Service Desk Agent to join our team at Tesla Laboratories. Inc. This role is responsible for providing exceptional support and troubleshooting expertise for our Azure Virtual Desktop environments.

Key Responsibilities:

  • Image Management: Assist with the maintenance and optimization of system images, ensuring they meet organizational standards and are effectively deployed across diverse hardware platforms.
  • Azure Virtual Desktop Troubleshooting: Provide troubleshooting expertise for Azure Virtual Desktop environments, ensuring high availability, performance, and security compliance.
  • Technical Support & Problem Resolution: Deliver outstanding Tier 1 - Tier 3 support, diagnosing and resolving complex issues related to desktop imaging, virtual desktops, and associated hardware or software.
  • Operational Excellence: Maintain and enhance the IT service desk operations, ensuring SLAs are met and customer satisfaction is maintained at the highest levels.
  • Documentation & Knowledge Sharing: Develop and maintain comprehensive documentation on imaging standards, procedures, and troubleshooting guides for Azure Virtual Desktop environments. Contribute to the IT knowledge base to assist in the swift resolution of common issues.
  • Collaboration & Integration: Work closely with IT teams, including systems administrators, network engineers, and security specialists, to ensure a cohesive and secure IT environment. Provide input and support for IT projects, particularly those involving desktop and application virtualization technologies.

Requirements:

  • Active Top-Secret Clearance with SCI Eligibility: Mandatory requirement for all applicants.
  • Experience in Image Management: Minimum of 2 years' experience in managing and deploying system images in a complex IT environment.
  • Azure Virtual Desktop Expertise or Citrix: At least 1 years of hands-on experience in troubleshooting, supporting, and optimizing Azure Virtual Desktop environments.
  • Advanced Problem-Solving Skills: Proven ability to diagnose and resolve complex technical issues related to desktop imaging and virtual desktop infrastructure.
  • Documentation Skills: Strong capability in creating and maintaining clear, concise, and comprehensive documentation and knowledge base articles.
  • Interpersonal and Communication Skills: Exceptional ability to communicate technical information to non-technical stakeholders and work collaboratively across various IT disciplines.
  • Educational Background: Relevant Bachelor's degree or certification in Information Technology, Computer Science, or related field. Equivalent professional experience may also be considered.

Preferred:

  • Desirable Skills: Experience with PIV login systems, familiarity with GovCloud environments, and proficiency in implementing security technical implementation guides (STIGs) for Azure.

Benefits:

Medical, dental, vision insurance

Life insurance

Short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

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