Helpdesk Engineer, Senior

As a senior ITSM delivery lead and help desk administrator, you’ll architect, deploy, and operate complex delivery environments across DoW clients. You’ll embrace an existing help desk implementation, document processes and workflows, including escalation, and advise on opportunities for efficiency improvement. You will interface with key stakeholders and users—internal delivery and engineering teams and cybersecurity professionals—to assure resilient data‑centric delivery. You will assist in designing and implementing custom policy to ensure positive control of delivery and access across hybrid environments, including edge solutions, and mentor the next set of storage engineers to help them grow into tomorrow’s data architects.

• Architect, deploy, and operate complex delivery environments across DoW clients.
• Document help‑desk processes and workflows, including escalation, and recommend efficiency improvements.
• Interface with stakeholders (delivery, engineering, cybersecurity) to ensure resilient data‑centric delivery.
• Design and implement custom policy for delivery and access control across hybrid and edge environments.
• Mentor storage engineers toward future data‑architect roles.

• 8+ years of experience operating complex help‑desk environments, including troubleshooting, incident management, and SOP development.
• Experience with identity systems such as Microsoft AD.
• Experience with advanced ticketing systems such as Service Now or Jira.
• Experience documenting workflows.
• Ability to demonstrate cross‑functional communication with diverse engineering teams.
• Secret clearance (required).
• HS diploma or GED.

• Experience with AI in ITSM processes.
• Experience working in federal, DoW, or IC agency environments.
• Knowledge of federal information security policies, standards, procedures, directives, frameworks, security authorizations, assessment, and risk‑management processes for enterprise systems.
• Bachelor's degree in IT, Cybersecurity, or Engineering.
• ITIL, Atlassian, Service Now, or COBIT certification.

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information;
Secret clearance is required.

Projected salary range: $77,600 to $176,000 (annualized USD). The range is indicative and based on factors such as location, education, knowledge, skills, competencies, and experience. Benefits include health, life, disability, financial, and retirement plans, paid leave, professional development, tuition assistance, work‑life programs, and dependent care.