Desktop Administrator (Windows/Linux)

Applied Research Solutions; Dayton (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Applied Research Solutions is seeking a Desktop Administrator (Windows/Linux) to provide frontline technical support for cloud services, hosted apps, and VDI in a government environment. You will manage VDI, troubleshoot issues, and coordinate with specialized teams to resolve complex problems.

The role covers Tier 1 and 2 support, ticketing in Jira, and contributing to incident management and knowledge base updates. A TS/SCI clearance is required, along with background screening.

Qualifications

• US citizen required and active TS/SCI clearance.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• AZ-104 certification.
• Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles.
• Active TS/SCI clearance (Required).
• Administration, backup and recovery of Jira, Confluence and GitLab experience.
• VDI experience with Virtual Desktop Infrastructure; Azure Virtual Desktop preferred.
• Configuration management tools such as Salt, Ansible, Chef, or Puppet.
• Ticketing systems like Jira or similar incident management systems.
• Experience with Azure cloud services and cloud-based applications.
• Windows and Linux environments troubleshooting.
• Strong documentation and knowledge base contribution.

Responsibilities

• Serve as first point of contact for end-user technical support requests for cloud services and VDI, with strong customer service and troubleshooting.
• Create, update, and maintain support tickets in Jira with accurate categorization and SLA tracking.
• Escalate complex issues to Tier 2/3, coordinating with DevOps and Architecture teams for resolution.
• Manage VDI tech including building, deploying, and patching User Virtual Machines.
• Build, deploy, and manage Salt States to install applications across the VDI environment.
• Monitor system performance and communicate during outages and maintenance windows.
• Maintain knowledge base articles and contribute to support procedures and guides.
• Collaborate with cloud providers for Tier 1/2 issues and escalate Tier 3+ when needed.
• Adhere to background checks and security requirements for the role.

Skills

Customer service

Troubleshooting

Documentation

Verbal communication

Written communication

Team collaboration

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Jira

Confluence

GitLab

Salt

Ansible

Chef

Puppet

Azure Virtual Desktop

Job description

We are seeking a Desktop Administrator (Windows/Linux) to provide technical support for cloud services, hosted applications, and Virtual Desktop Infrastructure (VDI) in a government environment. This role serves as the frontline technical support contact for end-users while managing VDI technologies, troubleshooting system issues, and coordinating with specialized teams for complex problems. The ideal candidate will handle Tier 1 and Tier 2 support activities, maintain virtual machine environments, and ensure positive user experiences through responsive customer service and efficient incident management. An active TS/SCI security clearance is required for this position. This role requires employee pass background screening for SAP.

Responsibilities include:

• Serve as first point of contact for end-user technical support requests related to cloud services, hosted applications, and VDI functionality, providing responsive customer service and executing deep troubleshooting
• Create, update, and maintain technical support tickets in Jira with accurate documentation, proper categorization, and tracking of resolution times to maintain SLA compliance
• Escalate complex issues to Tier 2/3 support teams, SREs, and Platform Engineers with comprehensive documentation, coordinating with Development, DevOps, and Architecture teams for resolution
• Manage VDI technologies including troubleshooting and repairing User Virtual Machines (UVMs), building and deploying base images for supported operating systems, and patching running UVMs
• Build, package, deploy, and manage Salt States to install applications in virtual machines, operating the Salt Master for application deployment across the VDI environment
• Monitor system performance, identify patterns indicating systemic issues, and support maintenance windows with user communication during planned outages
• Maintain and update knowledge base articles, contribute to support procedures and troubleshooting guides, and participate in continuous service improvement initiatives
• Work with cloud providers for Tier 1 and Tier 2 support issues, escalating Tier 3+ issues appropriately
• Other duties as assigned

Technical Experience & Qualifications:

• Must be US Citizen
• Education: Bachelor's degree in Computer Science, Information Technology, or related technical field
• AZ-104 certification
• Experience: Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles
• Security Clearance: Active TS/SCI clearance (Required)
• Administration, back up and recovery of Jira, Confluence and Gitlab experience
• VDI Experience: Hands-on experience with Virtual Desktop Infrastructure (VDI) technologies; Azure Virtual Desktop experience preferred
• Configuration Management: Experience with configuration management tools such as Salt, Ansible, Chef, or Puppet
• Ticketing Systems: Proficiency with Jira or similar ticketing and incident management systems
• Cloud Platforms: Working knowledge of Azure cloud services; experience supporting cloud-based applications
• Operating Systems: Strong troubleshooting skills in Windows and Linux environments
• Virtual Machines: Experience building, deploying, and maintaining virtual machine images and environments
• Customer Service: Proven track record of providing excellent customer service and technical support
• Documentation: Strong written communication skills for creating clear technical documentation and knowledge base articles
• Problem-Solving: Excellent troubleshooting and analytical skills with ability to resolve issues efficiently
• Communication: Strong verbal and written communication skills for interacting with end-users and technical teams

All positions at Applied Research Solutions are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity check.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a). This regulation prohibits discrimination against qualified protected veterans, and requires affirmative action by covered contractors and subcontractors to employ and advance in employment qualified protected veterans.