Technical Support Specialist, Emphasys PHA
About The Position
Emphasys PHA is hiring a Technical Support Specialist to provide front-line technical support across hosted environments. Reporting to the Technical Operations Manager, this role takes ownership of escalated issues involving Azure Virtual Desktop Infrastructure (VDI), MSIX App Streaming, SQL performance, and application deployment pipelines. The specialist works closely with Infrastructure, Development, and Product teams to troubleshoot, document, and improve the reliability, performance, and security of technical operations. This is a full-time, fully remote position within the United States. The role offers hands-on experience with cloud platforms and deployment tools while supporting systems used by government clients to manage funding, determine program eligibility, and allocate community resources. The specialist joins a collaborative support team, receives mentorship, and can pursue development within Emphasys or the broader Aquila organization.
Requirements
- Professional experience in a technical support or systems role.
- Knowledge of Azure Virtual Desktop, SQL troubleshooting, and virtual application delivery.
- Experience using CI/CD tools such as Octopus Deploy or similar, and understanding of their role in deployment pipelines.
- Clear, adaptable communication skills, including the ability to explain technical issues to non-technical stakeholders.
- Patience and a professional, empathetic approach to support requests.
- Thorough documentation habits.
- Ability to analyze logs, trace problems across interconnected systems, and troubleshoot with urgency and creativity.
- Ability to work independently and collaboratively in a fast-paced environment.
Responsibilities
- Provide tier 1 and 2 support for Azure-hosted environments, including Azure Virtual Desktop, SQL databases, MSIX app streaming, and related Microsoft services.
- Support cloud migrations and environment upgrades through testing, documentation, and troubleshooting.
- Respond to support tickets involving issues such as password resets, printing, environment access, SQL errors, and plug-in failures; resolve and communicate issues according to priority and escalate when necessary.
- Assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate application updates and patches.
- Support IIS, Active Directory, File Servers, Domain Controllers, and API Servers, including performance, access, and integration issues.
- Assist with database backups, restores, and disaster recovery.
- Record incident reports, resolution steps, and system notes in the internal ticketing system.
- Identify improvements to documentation and support processes, and share knowledge with peers.
- Analyze logs, trace issues across systems, and balance ticket resolution with deeper troubleshooting and proactive monitoring.
Benefits
- Direct mentorship from seasoned leaders.
- Career development opportunities within the team, Emphasys, or Aquila.
- A collaborative culture that values teaching, knowledge sharing, and employee input on optimization, documentation, and internal tooling.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
