Cloud Service Desk Representative

Who We’re Looking For (Position Overview):

The Cloud Service Desk Representative supports the endpoint engineering team, contributing to secure imaging, endpoint lifecycle management, enrollment, telemetry, documentation, and support for escalated service issues.

• Support the engineering team responsible for secure workstation images, patching, enrollment, baseline enforcement, and telemetry coverage.
• Support escalated ticket resolution activities tied to endpoint engineering rather than routine Tier 1 help desk operations.
• Participate in enrollment workflows, lifecycle operations, logging and monitoring support, and documentation updates.
• Help maintain runbooks, checklists, validation artifacts, and knowledge transfer materials used by delivery teams.

• Eight years of experience in information technology (IT), endpoint engineering, or cybersecurity.
• Six years of engineering experience in enterprise environments.
• Experience working under formal change control, audit, and security governance processes.
• Experience with endpoint management, device workflows, operational documentation, and escalated issue support.
• Top Secret (TS) security clearance.

• Bachelor’s degree in information technology, cybersecurity, or a related field, or equivalent experience.