Cloudshape
Overview
Help Desk T2/SituationManager — Remote. Citizenship required: Yes. Clearance Type: Secret. Positions Available: 1. Salary Range: $80,000 - $100,000. At Cloudshape our employees have opportunities to help organizations securely transform their IT infrastructure. We focus on business outcomes to reduce capital requirements, lower operating costs, and align with business objectives while reducing risk. We value personal growth and learning new skills. We are seeking a highly motivated, customer-oriented Help Desk T2/SituationManager to join our team. The selected candidate will support different agencies in the federal government. This is an important position with potential impact on the organization. Required: US Citizenship and an active Secret security clearance. This is a funded position contingent upon verification of a security clearance prior to starting with Cloudshape. Required Support Includes but Is Not Limited To: 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) Work with system administrators to configure and deploy additional applications and desktops with security in mind Maintain and upgrade knowledge library documentation for Clients (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 security clearance Primary Duties: Supervise daily Tier 2 help desk operations at the assigned site 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 to address issues, current or otherwise, within the VDI environment Assist users with installing and upgrading Citrix software on end devices Provide support for applications running on virtual desktops Provide Tier 2 support when tickets are escalated from helpdesk Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps Respond to requests for technical assistance in person, via phone, chat or email Run daily usage reports of concurrent users and resources (desktops) Required Qualifications: Associate degree in a technical discipline or 2 years of experience in lieu of a degree 1+ years of experience Excellent oral and written communication skills Excellent customer service skills Strong coordination, organization, teamwork, and communication abilities along with horizontal integration skills Ability to manage multiple tasks simultaneously Ability to work in a team environment and manage a team Cloudshape is committed to employee growth through learning, training, advancement, and rewards. We offer a full range of benefits including: Flexible Work Schedule Paid Time Off Medical, Dental and Vision Insurance 401K with employer contribution Bonus Potential Life Insurance 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, making 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. E-Verify Right to Work Posters, E-Verify Participation Poster, and EEOC Know Your Rights Poster are provided as required. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing
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Help Desk T2/SituationManager — Remote. Citizenship required: Yes. Clearance Type: Secret. Positions Available: 1. Salary Range: $80,000 - $100,000. At Cloudshape our employees have opportunities to help organizations securely transform their IT infrastructure. We focus on business outcomes to reduce capital requirements, lower operating costs, and align with business objectives while reducing risk. We value personal growth and learning new skills. We are seeking a highly motivated, customer-oriented Help Desk T2/SituationManager to join our team. The selected candidate will support different agencies in the federal government. This is an important position with potential impact on the organization. Required: US Citizenship and an active Secret security clearance. This is a funded position contingent upon verification of a security clearance prior to starting with Cloudshape. Required Support Includes but Is Not Limited To: 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) Work with system administrators to configure and deploy additional applications and desktops with security in mind Maintain and upgrade knowledge library documentation for Clients (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 security clearance Primary Duties: Supervise daily Tier 2 help desk operations at the assigned site 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 to address issues, current or otherwise, within the VDI environment Assist users with installing and upgrading Citrix software on end devices Provide support for applications running on virtual desktops Provide Tier 2 support when tickets are escalated from helpdesk Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps Respond to requests for technical assistance in person, via phone, chat or email Run daily usage reports of concurrent users and resources (desktops) Required Qualifications: Associate degree in a technical discipline or 2 years of experience in lieu of a degree 1+ years of experience Excellent oral and written communication skills Excellent customer service skills Strong coordination, organization, teamwork, and communication abilities along with horizontal integration skills Ability to manage multiple tasks simultaneously Ability to work in a team environment and manage a team Cloudshape is committed to employee growth through learning, training, advancement, and rewards. We offer a full range of benefits including: Flexible Work Schedule Paid Time Off Medical, Dental and Vision Insurance 401K with employer contribution Bonus Potential Life Insurance 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, making 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. E-Verify Right to Work Posters, E-Verify Participation Poster, and EEOC Know Your Rights Poster are provided as required. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing
#J-18808-Ljbffr