Cloudshape
Help Desk T2/SituationManager
Location:
Remote
Citizenship Required:
Yes
Clearance Type:
Secret
Positions Available:
1
Salary Range:
$80,000 - $100,000
Overview At Cloudshape, we help government agencies transform their IT infrastructure using a solutions‑driven approach that focuses on business outcomes. Our workplace culture emphasizes personal growth and learning new skills.
We are seeking a highly motivated, customer‑oriented
Help Desk T2/SituationManager
to support federal agencies. This position has a large impact on a successful organization.
Eligibility US citizenship and an active Secret security clearance are required. This funded position is contingent upon verification of a security clearance prior to starting with Cloudshape.
Required Support Includes
Experience with ticketing systems (e.g., ServiceNow, BMC Software, ManageEngine)
Experience with management and monitoring tools
Working knowledge of Windows environments (Active Directory, Group Policy, DNS – preferred)
Collaboration with system administrators to configure, deploy, and secure applications and desktops
Maintenance and upgrade of knowledge‑library documentation for service desk and users
System health checks of desktops and other resources
Remote support of locally installed VDI solutions
US citizen with an active Secret clearance
Primary Duties
Supervise daily Tier 2 help‑desk operations and coordinate day‑to‑day technical support activities
Assist users in resolving connectivity and laptop issues
Familiar with Windows and macOS (preferred)
Provide troubleshooting support for VDI environments
Assist users with installing and upgrading Citrix software on end devices
Provide support for applications running on virtual desktops
Handle Tier 2 support when tickets are escalated from the help desk
Identify problems, research solutions, and guide clients through corrective steps
Respond to technical assistance requests via phone, chat, or email
Run daily usage reports of concurrent users and resources (desktops)
Required Qualifications
Associate’s degree in a technical discipline or 2 years of relevant experience in lieu of a degree
At least 1 year of experience in a similar role
Excellent oral and written communication skills
Excellent customer‑service skills
Strong coordination, organization, teamwork, and communication abilities, including horizontal integration skills
Ability to manage multiple tasks simultaneously
Ability to work in a team environment and manage a team
Benefits
Flexible work schedule
Paid time off
Medical, dental, and vision insurance
401(k) plan contribution without employee contributions
Bonus potential
Life and AD&D insurance
Short‑term and long‑term disability insurance
Training assistance
Employee referral program
Equal Opportunity Statement Cloudshape is proud to be an Equal Opportunity/Affirmative Action Employer. We make decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact Fedelza.Lake@cloud-shape.com. U.S. Citizenship is required for most positions.
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Location:
Remote
Citizenship Required:
Yes
Clearance Type:
Secret
Positions Available:
1
Salary Range:
$80,000 - $100,000
Overview At Cloudshape, we help government agencies transform their IT infrastructure using a solutions‑driven approach that focuses on business outcomes. Our workplace culture emphasizes personal growth and learning new skills.
We are seeking a highly motivated, customer‑oriented
Help Desk T2/SituationManager
to support federal agencies. This position has a large impact on a successful organization.
Eligibility US citizenship and an active Secret security clearance are required. This funded position is contingent upon verification of a security clearance prior to starting with Cloudshape.
Required Support Includes
Experience with ticketing systems (e.g., ServiceNow, BMC Software, ManageEngine)
Experience with management and monitoring tools
Working knowledge of Windows environments (Active Directory, Group Policy, DNS – preferred)
Collaboration with system administrators to configure, deploy, and secure applications and desktops
Maintenance and upgrade of knowledge‑library documentation for service desk and users
System health checks of desktops and other resources
Remote support of locally installed VDI solutions
US citizen with an active Secret clearance
Primary Duties
Supervise daily Tier 2 help‑desk operations and coordinate day‑to‑day technical support activities
Assist users in resolving connectivity and laptop issues
Familiar with Windows and macOS (preferred)
Provide troubleshooting support for VDI environments
Assist users with installing and upgrading Citrix software on end devices
Provide support for applications running on virtual desktops
Handle Tier 2 support when tickets are escalated from the help desk
Identify problems, research solutions, and guide clients through corrective steps
Respond to technical assistance requests via phone, chat, or email
Run daily usage reports of concurrent users and resources (desktops)
Required Qualifications
Associate’s degree in a technical discipline or 2 years of relevant experience in lieu of a degree
At least 1 year of experience in a similar role
Excellent oral and written communication skills
Excellent customer‑service skills
Strong coordination, organization, teamwork, and communication abilities, including horizontal integration skills
Ability to manage multiple tasks simultaneously
Ability to work in a team environment and manage a team
Benefits
Flexible work schedule
Paid time off
Medical, dental, and vision insurance
401(k) plan contribution without employee contributions
Bonus potential
Life and AD&D insurance
Short‑term and long‑term disability insurance
Training assistance
Employee referral program
Equal Opportunity Statement Cloudshape is proud to be an Equal Opportunity/Affirmative Action Employer. We make decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact Fedelza.Lake@cloud-shape.com. U.S. Citizenship is required for most positions.
#J-18808-Ljbffr