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Description

We are actively seeking a dedicated Senior IT Service Desk Agent with a specialization in image management and proven expertise in troubleshooting Azure Virtual Desktop environments or Citrix. This role is essential in supporting and enhancing our IT services within a high-security government context, necessitating all candidates to be U.S. citizens with an active Department of Defense Top Secret Clearance with SCI eligibility. 

This role is required to provide exceptional Tier 1-Tier 3 support, managing complex customer issues with a focus on imaging solutions, and addressing Azure Virtual Desktop challenges within our secure IT infrastructure.

• Image Management Proficiency: 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