Desktop & VDI 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

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.