Service Desk Engineer (Cleared) CBO
About The Position
The Service Desk Engineer (designated as the Cloud Service Desk Representative in program documents) handles escalated cloud-adjacent and endpoint tickets that require engineering depth rather than Tier 1 resolution. This role serves as the critical bridge between the engineering tier and the end-user-facing service desk, owning the execution and automation of onboarding/offboarding workflows. This is explicitly not a Tier 1 help desk position; it requires a strong technical baseline to independently diagnose complex enrollment failures, authentication errors, and conditional access configuration issues.
Requirements
- Minimum of 8 years of experience in Information Technology, Endpoint Engineering, or Cybersecurity.
- Minimum of 6 years specifically performing engineering functions.
- U.S. Top Secret Security Clearance Required
- Proven experience resolving escalated, complex issues involving cloud-connected endpoints, including device enrollment failures, authentication errors, and conditional access problems.
- Deep familiarity with Microsoft 365 and Entra ID cloud services.
- Experience executing and automating onboarding/offboarding technical checklists.
- Proficiency with ServiceNow (or equivalent ITSM ticketing platforms) for escalated ticket management, SLA tracking, and resolution documentation.
- Ability to clearly translate complex technical issues to non-technical users and maintain standard operating procedures/knowledge base articles.
Nice To Haves
- Bachelor’s degree in an IT-related field (waivable for equivalent professional experience).
- Experience managing and administering Microsoft 365 tenants within a federal or regulated environment subject to strict compliance frameworks.
- Active Microsoft 365 Certified: Administrator Expert or relevant associate-level Microsoft cloud certifications.
- ITIL Foundation certification or a strong understanding of structured service management frameworks
Responsibilities
- Handle escalated cloud-adjacent and endpoint tickets requiring engineering depth.
- Serve as a bridge between the engineering tier and the end-user-facing service desk.
- Own the execution and automation of onboarding/offboarding workflows.
- Independently diagnose complex enrollment failures, authentication errors, and conditional access configuration issues.
- Translate complex technical issues to non-technical users.
- Maintain standard operating procedures/knowledge base articles.
Benefits
- medical insurance plans
- dental insurance
- vision insurance
- health savings accounts (HSA)
- flexible spending accounts (FSA)
- life insurance
- short and long-term disability insurance
- paid time off and holidays
- a 401(k) with employer match
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
