Cloud Service Desk Representative

Sprymethods; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Job summary

Sprymethods is seeking a highly experienced Cloud Service Desk Representative to join the endpoint engineering team in the Washington, DC area. The role focuses on secure imaging, enrollment, telemetry, and documentation, with responsibility for escalated endpoint issues and rigorous governance compliance.

The ideal candidate has substantial enterprise IT/endpoint engineering experience, a strong track record with change control and security processes, and holds a Top Secret clearance.

Qualifications

• Eight years of IT/endpoint engineering/cybersecurity experience.
• Six years of engineering experience in enterprise environments.
• Experience with change control, audit, and security governance processes.
• Experience with endpoint management, device workflows, and escalated issue support.
• Top Secret (TS) security clearance.
• Bachelor's degree in information technology, cybersecurity, or related field, or equivalent experience.

Responsibilities

• Support the endpoint engineering team responsible for secure workstation images, patching, enrollment, baseline enforcement, and telemetry coverage.
• Assist in 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.

Skills

IT experience

Endpoint engineering

Cybersecurity

Education

Bachelor's degree

Job description

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 related field, or equivalent experience.