Cloud Service Desk Representative

Horizon Global Partners (HgP) is seeking an experienced Cloud Service Desk Representative to support a Federal Government customer by resolving complex engineering-level endpoint and cloud service issues. This is not a traditional Tier 1 help desk role. The successful candidate will support escalated technical issues and work closely with Endpoint Engineering, Cybersecurity, Identity Management, and Infrastructure teams. Key Responsibilities

• Resolve complex Service Desk tickets escalated beyond Tier 1 support.
• Troubleshoot endpoint, device enrollment, authentication, and cloud service issues.
• Support Microsoft Intune, Windows Autopilot, JAMF Pro, Ivanti, and KACE.
• Support Microsoft 365, Microsoft Entra ID, Active Directory, and VDI environments.
• Assist with imaging, provisioning, patch validation, and endpoint compliance.
• Support passwordless authentication, hardware-backed credentials, and Conditional Access.
• Validate endpoint logging, SIEM/EDR telemetry, and assist with forensic data collection.
• Maintain documentation, knowledge articles, and operational runbooks.

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or equivalent experience.

• Minimum 5 years of enterprise IT, Endpoint Administration, Service Desk Engineering, or Cloud Support experience.

• Experience supporting escalated technical issues in enterprise environments.

• Experience with Microsoft Intune, Windows Autopilot, Microsoft 365, Active Directory, and Windows/macOS endpoints.

• Familiarity with JAMF Pro, Ivanti, KACE, SIEM, and EDR platforms.

• Excellent troubleshooting, documentation, and customer service skills. Required Technical Skills Microsoft Intune, Windows Autopilot, Microsoft 365, Microsoft Entra ID, Active Directory, Windows 11, macOS, JAMF Pro, Ivanti, KACE, Endpoint Imaging, Device Enrollment, VDI, Group Policy, PowerShell, SIEM, EDR, Microsoft Sentinel, Change Management. Required Credential Active Top Secret (TS) Security Clearance required. Preferred Certifications

• Microsoft 365 Certified: Endpoint Administrator Associate

• Microsoft Certified: Identity and Access Administrator Associate

• ITIL Foundation v4

• CompTIA Security+

• Jamf Certified Technician or Administrator Why Join Horizon Global Partners? Support mission-critical Federal Government programs by providing advanced engineering support for secure endpoint and cloud technologies.