Cloud Help Desk

• Responding to incoming help desk tickets via phone, email, chat, or ticketing system * Providing first level troubleshooting for software, hardware, application, network, and account- -related issues
• Documenting all interactions, troubleshooting steps, and resolutions in the ticketing system
• Escalating unresolved or complex issues to Tier Two or specialized support teams
• Assisting with password resets, account unlocks, and basic user account administration tasks
• Guiding users through step-by-step solutions in a clear, patient manner
• Following established SOPs, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff
• Participating in Agile ceremonies (standups, retros, sprint planning) as required
• Onboarding and offboarding users

• 1+ year of experience with
• Supporting a technical Help Desk
• Managing User Permissions via Active Directory
• Software patch management
• Strong communication skills and a customer first mindset
• Demonstrated ability to troubleshoot basic technical issues using documented procedures
• DOD 8140 certification
• Willingness to consent to a Counter-Intelligence Polygraph if requested
• Computer hardware, Linux and Windows operating systems, and common business applications

Desired:

• 1+ year of experience with
• Linux scripting
• GitLab
• Argo CD
• Jira & Confluence
• AWS Cloud Service

Knight Federal Solutions is a trusted provider to industry leading prime contractors, the Department of Defense and the Intelligence Community. We have established a company culture that supports our employees, their families and the communities in which they live and work. When you join our team you belong to a group of people that work hard, strive for greatness and care about people.

Our hard work is evident in everything we do. Whether it be supporting large government programs in the areas of Simulation and Training, Information Technology, Intelligence or Engineering we always strive to be the best. It is for this reason that we have been recognized as a World Class Team Supplier by Northrop Grumman and were also named one of Florida’s fastest growing companies by Inc. Magazine.

As Knight Federal Solutions continues to grow, we look forward to hiring the best and the brightest to join us in our success!