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# Cloud Help Desk

- **Company:** Knight Federal Solutions Inc
- **Location:** United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Agile Methodology, Amazon Web Services, Business Software, Cloud Computing, Linux, Issue Tracking Systems, Octopus Deploy, Scrum Methodology, Shell Script, Gitlab, Computer Equipment, Atlassian Tools, Patch Management
- **Published:** July 2, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9008762/cloud-help-desk

## About the Role

* 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

## Description

* 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


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