Cloudshape
Help Desk T2
Location:
Remote
Citizenship Required:
Yes
Clearance Type:
Secret
Positions Available:
1
Salary Range:
$80,000 - $100,000
At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT Infrastructure to meet the changing business cultures. We help government agencies transform their IT infrastructure using a solutions‑driven approach that focuses on business outcomes rather than activities and tasks. This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk.
Our people make us who we are. We believe that to be a good partner for our clients we must have a solid team dynamic. We place emphasis on personal growth and learning new skills.
We are seeking a highly motivated, customer‑oriented
Help Desk T2
to join our team. The selected candidate will support different agencies in the federal government. This is an important position that will have a large impact on an already successful organization.
To be considered for this position, US Citizenship and an active Secret security clearance is required. This is a funded position and is 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 environment (Active Directory, group policy, DNS – preferred)
Work with system administrators to configure 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
Primary Duties:
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
Provides 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
Running daily usage reports of concurrent users and resources (desktops)
Required Qualifications:
Associates degree in a technical discipline or 2 years of experience in lieu of a degree
1+ years of experience
US Citizen with an active Secret security clearance
Excellent oral and written communication skills
Excellent customer service skills
Strong coordination, organization, teaming, and communication abilities along with horizontal integration skills
Ability to manage multiple tasks simultaneouslyAbility to work in a team environment
Benefits:
Flexible Work Schedule
Paid Time Off
Medical, Dental and Vision Insurance
Cloudshape will contribute to 401(k) plans without employee contributions
Bonus Potential
Life Insurance and AD&D Insurance
Short-Term and Long-Term Disability Insurance
Training Assistance
Employee Referral Program
Cloudshape is committed to employee growth through learning, training, advancement, and rewards. We offer a full range of benefits that includes the above.
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.
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Remote
Citizenship Required:
Yes
Clearance Type:
Secret
Positions Available:
1
Salary Range:
$80,000 - $100,000
At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT Infrastructure to meet the changing business cultures. We help government agencies transform their IT infrastructure using a solutions‑driven approach that focuses on business outcomes rather than activities and tasks. This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk.
Our people make us who we are. We believe that to be a good partner for our clients we must have a solid team dynamic. We place emphasis on personal growth and learning new skills.
We are seeking a highly motivated, customer‑oriented
Help Desk T2
to join our team. The selected candidate will support different agencies in the federal government. This is an important position that will have a large impact on an already successful organization.
To be considered for this position, US Citizenship and an active Secret security clearance is required. This is a funded position and is 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 environment (Active Directory, group policy, DNS – preferred)
Work with system administrators to configure 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
Primary Duties:
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
Provides 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
Running daily usage reports of concurrent users and resources (desktops)
Required Qualifications:
Associates degree in a technical discipline or 2 years of experience in lieu of a degree
1+ years of experience
US Citizen with an active Secret security clearance
Excellent oral and written communication skills
Excellent customer service skills
Strong coordination, organization, teaming, and communication abilities along with horizontal integration skills
Ability to manage multiple tasks simultaneouslyAbility to work in a team environment
Benefits:
Flexible Work Schedule
Paid Time Off
Medical, Dental and Vision Insurance
Cloudshape will contribute to 401(k) plans without employee contributions
Bonus Potential
Life Insurance and AD&D Insurance
Short-Term and Long-Term Disability Insurance
Training Assistance
Employee Referral Program
Cloudshape is committed to employee growth through learning, training, advancement, and rewards. We offer a full range of benefits that includes the above.
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 Poster E-Verify Participation Poster EEOC Know Your Rights Poster
#J-18808-Ljbffr