Cloud Desktop Support Specialist

About the Role

MANTECH seeks a highly motivated and customer-focused Cloud Desktop Support Specialist to join our team in Annapolis Junction, MD. This role supports the Enterprise Infrastructure Services (EIS) organization, delivering enterprise infrastructure capabilities for a global workforce.

Key Responsibilities

• Provide Tier I/II technical support, adhering to established guidelines for the delivery and management of cloud-based resources.
• Offer comprehensive support for the implementation, troubleshooting, and maintenance of customer resources, both cloud-based and local.
• Serve as the primary technical point of contact for users, escalating complex issues to the Tier 2 and 3 teams as necessary.
• Maintain currency of relevant documentation, actively updating Wiki and SharePoint knowledge bases with new information and solutions.
• Monitor and respond promptly to inquiries and issues in designated chat rooms.
• This position is required to work a 9am-5pm shift.

Requirements & Tech Stack

• Bachelor’s degree in a related technical discipline from an accredited college or university.
• Must hold an IAT II certification (e.g., Security+ or equivalent); candidates will have 60 days from program start to obtain it.
• Must possess an entry-level cloud certification from one of the following providers before start date:
• Azure (e.g., Azure Fundamentals)
• AWS (e.g., AWS Cloud Practitioner)
• OpenStack (relevant entry-level certifications)

Preferred Qualifications

• Demonstrate strong interpersonal skills, fostering positive interactions with users and team members.
• Excellent written and verbal communication skills, capable of explaining technical concepts clearly.
• Be responsible for drafting clear and concise documentation, including FAQs and internal knowledge articles.
• Prior help desk or customer experience.

Clearance Requirements

• Must possess and maintain a current/active TS/SCI clearance with Polygraph.

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• Occasionally moves about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, including delivering presentations. Must be able to exchange accurate information in these situations.