Cloud Desktop Support Specialist

MANTECH; Maryland; On-site; USD 60,000 - 90,000; Full time

Job summary

MANTECH in Annapolis Junction, MD seeks a customer-focused Cloud Desktop Support Specialist to join our Enterprise Infrastructure Services team. You will deliver Tier I/II support for cloud-based resources, troubleshoot issues, and serve as the primary contact for users while coordinating with Tier 2/3 teams.

This on-site role requires a Bachelor’s degree, IAT II certification, and an entry-level cloud credential (Azure, AWS, or OpenStack).

Qualifications

• Bachelor’s degree in a related technical discipline required with 0 years of experience
• Must hold an IAT II certification (e.g., Security+ or equivalent); candidates have 60 days to obtain it
• Must possess an entry-level cloud certification from Azure, AWS, or OpenStack before start date

Responsibilities

• Provide Tier I/II technical support for cloud-based resources
• Support implementation, troubleshooting, and maintenance of customer resources (cloud-based and local)
• Serve as primary technical contact for users and escalate to Tier 2/3 as needed
• Maintain documentation in Wiki and SharePoint; update with solutions
• Monitor and respond to inquiries and issues in designated chat rooms
• Work a 9am-5pm shift

Skills

Interpersonal skills

Communication skills

Documentation drafting

Help desk experience

Education

Bachelor’s degree in a technical discipline

Tools

Azure Fundamentals

AWS Cloud Practitioner

OpenStack fundamentals

Job description

Cloud Desktop Support Specialis t

MANTECH seeks a highly motivated and customer-focused Cloud Desktop Support Specialist to join our team in Annapolis Junction, MD. Our team delivers enterprise infrastructure capabilities for a global workforce performing a wide range of missions in defense of our Nation. This effort supports the Enterprise Infrastructure Services (EIS) organization, which oversees MPO’s Enterprise Information Technology (EIT)—the backbone platform for all enterprise users.

Responsibilities Include, But Are Not Limited To

• Provide Tier I/II technical support, adhering to established guidelines for the delivery and management of cloud-based resources.
• Offer comprehensive support for the implementation, troubleshooting, and maintenance of customer resources, both cloud-based and local.
• Serve as the primary technical point of contact for users, escalating complex issues to the Tier 2 and 3 teams as necessary.
• Maintain currency of relevant documentation, actively updating Wiki and SharePoint knowledge bases with new information and solutions.
• Monitor and respond promptly to inquiries and issues in designated chat rooms.
• This position is required to work a 9am-5pm shift.

Minimum Qualifications

• Bachelor’s degree in a related technical discipline from an accredited college or university is required with 0 years of experience
• Must hold an IAT II certification (e.g., Security+ or equivalent); candidates will have 60 days from program start to obtain it
• Must possess an entry-level cloud certification from one of the following providers before start date
  • Azure (e.g., Azure Fundamentals)
  • AWS (e.g., AWS Cloud Practitioner)
  • OpenStack (relevant entry-level certifications)

Preferred Qualification

• Demonstrate strong interpersonal skills, fostering positive interactions with users and team members.
• Excellent written and verbal communication skills, capable of explaining technical concepts clearly.
• Be responsible for drafting clear and concise documentation, including FAQs and internal knowledge articles, to empower users and streamline support processes.
• Prior help desk or customer experience

Clearance Requirements

• Must possess and maintain a current/active TS/SCI clearance with Polygraph

Physical Requirements

• Must be able to remain in a stationary position 50% of the time
• Occasionally moves about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, including delivering presentations. Must be able to exchange accurate information in these situations