Cloud Service Desk Representative

Focused Management, Inc. (FMI) is seeking an experienced Cloud Service Desk Representative to support the Congressional Budget Office (CBO). The selected candidate will provide advanced technical support for Microsoft cloud services, Windows and macOS endpoints, Microsoft Intune, Windows Autopilot, Microsoft Entra ID, and enterprise collaboration platforms. This position serves as the technical interface between end users and engineering teams by resolving complex technical issues, supporting secure endpoint deployments, assisting with device provisioning, and ensuring enterprise devices remain secure, compliant, and operational.

Unlike a traditional Help Desk role, this position supports engineering-driven Endpoint management, identity services, cloud technologies, and enterprise device lifecycle operations., * Resolve advanced Microsoft 365 and endpoint support issues.

• Support Windows and macOS endpoint deployments.
• Assist with Microsoft Intune enrollment and policy implementation.
• Support Windows Autopilot device provisioning.
• Troubleshoot Microsoft Entra ID authentication issues.
• Support passwordless authentication and Multi-Factor Authentication (MFA).
• Assist with endpoint compliance and configuration management.
• Troubleshoot Exchange Online, Teams, SharePoint Online, and OneDrive issues.
• Support enterprise software deployment and application updates.
• Assist with endpoint patch validation and remediation.
• Maintain endpoint inventory and asset records.
• Escalate complex engineering issues to specialized engineering teams.
• Document technical procedures and knowledge base articles.
• Support onboarding, offboarding, and device lifecycle activities.
• Collaborate with cybersecurity, cloud, and endpoint engineering teams to improve service quality., * Microsoft 365 Certified: Modern Desktop Administrator (or successor)
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft 365 Certified: Administrator Associate
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation

• Minimum 8 years of Information Technology, Endpoint Engineering, or Enterprise Technical Support experience.
• Minimum 6 years supporting enterprise Microsoft environments.
• Experience supporting Microsoft 365 enterprise users.
• Experience supporting Windows and macOS endpoints.
• Experience with formal change management processes.
• Excellent customer service and communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to support multiple priorities in a fast-paced enterprise environment., Microsoft 365
• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive
• Microsoft 365 Administration

Endpoint Management

• Microsoft Intune
• Windows Autopilot
• JAMF Pro
• Group Policy (GPO)

Identity Management

• Microsoft Entra ID
• Active Directory
• Multi-Factor Authentication (MFA)
• Passwordless Authentication
• YubiKeys
• Conditional Access

Operating Systems

• Windows 11
• macOS

Endpoint Lifecycle

• Device provisioning
• Device enrollment
• Device lifecycle management
• Endpoint compliance
• Asset management

Endpoint Security

• Microsoft Defender
• Endpoint protection
• Device compliance
• Security policy enforcement

Collaboration Technologies

• Microsoft Teams
• SharePoint Online
• OneDrive
• Exchange Online

Troubleshooting

• Desktop support
• Microsoft cloud troubleshooting
• Identity troubleshooting
• Endpoint diagnostics
• Remote support

Documentation

• Knowledge Base articles
• Standard Operating Procedures
• User documentation
• Technical documentation

These skills align with the solicitation’s focus on secure endpoint operations, Microsoft cloud services, device management, authentication, and engineering support., * Federal Government IT support experience.

• Experience supporting hybrid Microsoft environments.
• Experience with Zero Trust initiatives.
• Familiarity with NIST SP 800-53 security controls.
• Experience supporting Microsoft Sentinel-integrated environments.
• ITIL-based Service Management experience.
• Experience supporting enterprise endpoint engineering teams., * Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related technical discipline (or equivalent professional experience)., * Bachelor’s (Preferred), * Federal Government IT support: 3 years (Preferred)
• Endpoint Engineering: 3 years (Required)
• Windows 11: 4 years (Required)
• macOS: 4 years (Required)
• Microsoft Intune: 4 years (Required)
• JAMF Pro: 4 years (Required)
• SIEM: 4 years (Required)
• PowerShell: 4 years (Preferred)

Security clearance:

• Top Secret (Required)

$85,000 - $95,000 a year - Full-time, Contract, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Job Types: Full-time, Contract

Pay: $85,000.00 - $95,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Our firm, Focused Management, Inc. (FMI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) and, Software Engineering Institute (SEI) - CMMI Maturity Level-3 Services Rated Company and we handle a wide range of government contracting opportunities. www.focusedmgmtinc.com