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, 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