Cloud Service Desk Representative

Edgewater Federal Solutions, Inc.•Washington, DC

1d•Onsite

About The Position

The Cloud Service Desk Representative will provide advanced engineering and technical support for enterprise endpoint environments. The engineer will be responsible for implementing new solutions and leveraging existing tools within the architecture to support logging and auditing of security controls, as well as necessary upgrades and feature enhancements. The team will also assist in administering all information security functions for Windows and macOS baselines, including updates, upgrades, policy administration, and validation for special access to segmented environments (both cloud and non-cloud). This role performs advanced endpoint engineering functions rather than standard help desk operations.

Requirements

Must possess an active Top Secret security clearance.
A minimum of eight (8) years of overall experience in Information Technology, Endpoint Engineering, or Cybersecurity.
A minimum of six (6) years of dedicated experience performing advanced engineering (not help desk) functions in complex enterprise environments.
Demonstrated experience working under formal change control, audit, and security governance processes.
Hands-on experience using Ivanti and/or KACE for OS and application patching.
Experience with Microsoft Intune, Windows Autopilot, and JAMF Pro.
Deep expertise in endpoint security, patch management, and device lifecycle management.
Experience supporting virtual desktop and remote access technologies.

Nice To Haves

A Bachelor’s degree in Information Technology, Cybersecurity, or a related field (or equivalent experience) is preferred.

Responsibilities

Build and maintain Windows and macOS workstation images.
Manage image automation, validation, rollback, and version control processes.
Integrate images with Virtual Desktop Infrastructure (VDI), Endpoint Detection and Response (EDR), authentication, and logging agents.
Utilize tools such as Ivanti and/or KACE for OS and application patching.
Manage configuration drift, execute remediation workflows, and provide comprehensive reporting.
Validate patches post-deployment and support necessary rollback procedures.
Leverage Microsoft Intune and Windows Autopilot for provisioning and compliance enforcement.
Utilize JAMF Pro for comprehensive macOS endpoint management.
Implement and manage advanced authentication methods, including passwordless authentication and hardware-backed credentials (e.g., YubiKey, CAC, software keys).
Configure robust endpoint logging (e.g., Windows Event Logs, macOS Unified Logs).
Forward and validate logs into SIEM/EDR platforms (such as MS Sentinel) to support forensic collection, audit readiness, and continuous monitoring.
Assist in administering all information security functions for Windows and macOS baselines, including policy administration, updates, and validation for secure access to segmented environments.
Actively support federal security and compliance requirements through rigorous engineering practices and under formal change control, audit, and security governance processes.