Cloud Service Desk Representative

Essnova Solutions, Inc.; Washington; On-site; USD 110,000 - 160,000; Full time

Job summary

Essnova Solutions, Inc. is seeking a Cloud Service Desk Representative to support enterprise endpoint, cloud, and user support operations for a federal IT services program. This role emphasizes advanced technical support, secure operations, and escalation handling in a highly secure environment.

The position requires active Top Secret clearance,10+ years IT experience, and DC area onsite support as needed. Provide end-to-end support for Microsoft 365, endpoint management, and cloud services

Qualifications

• 8+ years of IT, endpoint engineering, or cybersecurity experience.
• 6 years of engineering or advanced technical support experience.
• Experience supporting enterprise Microsoft environments.
• Experience supporting endpoint technologies and cloud services.
• Strong troubleshooting and customer support skills.
• Bachelor's degree in Information Technology, Cybersecurity, or related field preferred and may be substituted with relevant experience.

Responsibilities

• Provide advanced technical support for cloud and endpoint environments.
• Support Microsoft 365, endpoint management, and enterprise collaboration platforms.
• Troubleshoot complex technical issues escalated from service desk operations.
• Support endpoint deployment, configuration, and lifecycle management activities.
• Assist with system monitoring, logging, and operational support functions.
• Support user account management, authentication, and access control processes.
• Maintain technical documentation and knowledge base articles.
• Collaborate with engineering, cybersecurity, and infrastructure teams to resolve issues.
• Support secure operations in compliance with federal security requirements.

Skills

Troubleshooting

Customer support

Enterprise IT environments

Security awareness

Education

Bachelor's degree in IT, Cybersecurity, or related field

Tools

Microsoft 365

Endpoint management tools

Cloud services platforms

Job description

Cloud Service Desk Representative

About Essnova Solutions

Essnova Solutions is seeking a Cloud Service Desk Representative to support enterprise endpoint, cloud, and user support operations for an upcoming federal IT services program. This position will provide advanced technical support, endpoint troubleshooting, cloud service support, and engineering-level escalation assistance within a highly secure environment. *This is for a proposal opportunity*

Responsibilities

• Provide advanced technical support for cloud and endpoint environments
• Support Microsoft 365, endpoint management, and enterprise collaboration platforms
• Troubleshoot complex technical issues escalated from service desk operations
• Support endpoint deployment, configuration, and lifecycle management activities
• Assist with system monitoring, logging, and operational support functions
• Support user account management, authentication, and access control processes
• Maintain technical documentation and knowledge base articles
• Collaborate with engineering, cybersecurity, and infrastructure teams to resolve issues
• Support secure operations in compliance with federal security requirements

Required Qualifications

• 8 years of IT, endpoint engineering, or cybersecurity experience
• 6 years of engineering or advanced technical support experience
• Experience supporting enterprise Microsoft environments
• Experience supporting endpoint technologies and cloud services
• Strong troubleshooting and customer support skills
• Bachelor's degree in Information Technology, Cybersecurity, or related field preferred and may be substituted with relevant experience

Clearance

• Active Top Secret Clearance required

Location

Washington, DC area with onsite support as required.