Help Desk Support 3

Role Overview

• Provide Tier 1 support to Cloud Users (Mission Owners) for all CSM service-related issues
• Manage support interactions across multiple channels, including phone, email, and various service ticketing systems
• Create and track support tickets using approved management solutions
• Escalate unresolved Tier 1 issues to higher-level support teams (Tier 2 or Tier 3)
• Directly assist Cloud users experiencing access issues
• Deliver Cloud Infrastructure Support to guide users through the resolution of technical issues
• Track and report on key performance metrics to ensure service quality

Requirements

• Bachelor’s degree in Computer Science or a related technical field
• 2–4 years of cloud engineering experience
• Proven experience responding to end-user requests via phone, email, or ticketing systems
• Proficiency in utilizing enterprise ticketing tools such as ServiceNow or HPESM
• Strong understanding of Azure administration and cloud architecture
• Familiarity with CI/CD and DevSecOps toolchains
• Security+ certification
• U.S. Citizenship and the ability to obtain a DoD Top Secret clearance

Tech Stack

• Azure
• Cloud
• ServiceNow

Benefits

• medical, dental, and vision insurance
• life insurance
• long and short-term disability and other insurance products
• Health Savings Account
• Flexible Spending Account
• 401K Retirement Plan options
• Tuition Reimbursement
• assorted voluntary benefits