Operations Maintenance and Support Specialist

Career Opportunities with Amatriot Group, LLC A great place to work. Share with friends or Subscribe! Are you ready for new challenges and new opportunities? Join our team! Current job opportunities are posted here as they become available. Subscribe to our RSS feeds to receive instant updates as new positions become available. Operations Maintenance and Support Specialist Target Salary Range*: $135,000 - $178,000. *This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary Position Overview: We are seeking an Operations & Maintenance Support Specialist 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. Must be a US citizen and have an active TS/SCI security clearance is required for this position. Key Responsibilities: 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 Qualifications: Education : Bachelor's degree in Computer Science, Information Technology, or related technical field Minimum 3 years of professional experience in help desk, technical support, operations, or IT customer service roles 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 #J-18808-Ljbffr