Operations and Maintenance Support Specialist
Posted 1 month ago Expired
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Upload Your ResumeAbout This Role
Provide technical support for cloud services, hosted applications, and Virtual Desktop Infrastructure (VDI) in a government environment. This role involves serving as the frontline technical support for end-users, managing VDI technologies, troubleshooting system issues, and coordinating with specialized teams. The specialist will handle Tier 1 and Tier 2 support activities and ensure positive user experiences.
Responsibilities
- 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
Requirements
- Must be US Citizen
- Bachelor's degree in Computer Science, Information Technology, or related technical field
- Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles
- Active TS/SCI clearance
- Hands-on experience with Virtual Desktop Infrastructure (VDI) technologies
- Experience with configuration management tools such as Salt, Ansible, Chef, or Puppet
- Proficiency with Jira or similar ticketing and incident management systems
- Working knowledge of Azure cloud services; experience supporting cloud-based applications
- Strong troubleshooting skills in Windows and Linux environments
- Experience building, deploying, and maintaining virtual machine images and environments
- Proven track record of providing excellent customer service and technical support
- Strong written communication skills for creating clear technical documentation and knowledge base articles
- Excellent troubleshooting and analytical skills with ability to resolve issues efficiently
- Strong verbal and written communication skills for interacting with end-users and technical teams
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related technical field
- Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles
Nice to Have
- Azure Virtual Desktop experience preferred
Skills
* Required skills
About Applied Research Solutions
ARS is respected as a world-class provider of technically integrated solutions across focused markets for unparalleled, continuous mission support. They prioritize employees with competitive benefits and a culture of growth.