IT & Cloud Support Analyst I

We are hiring an IT & Cloud Support Analyst I for an AI Reliability team to support our US government customers and drive reliability through processes and systems that ultimately deliver stability to our platforms. You’ll join a creative, fast-moving, solutions-oriented group that supports this mission across products and infrastructure.

Leveraging Jira, AWS, Azure, and internal purpose-built tools, you’ll provide IT support by serving as the primary point of contact for end-user issues, diagnosing infrastructure or application problems, managing user access, and tracking support tickets through resolution. The ideal candidate pairs a curious mind with a drive to understand complex problems, a passion for clear documentation, and a genuine desire to make people happy, while protecting operational integrity in a fast-paced, high-security environment.

A candidate new to the entire technology stack is estimated to require approximately 50-70 hours of training (4-6 weeks of paid training, part-time). However, someone missing only one or two components could be ready in just a few days.

LaunchCode leverages a combination of staff expertise and industry-leading learning platforms (e.g., Pluralsight, GitLab University) to tailor training to each candidate’s individual skill gaps.

Training options include:

• GitLab CI/CD pipelines (primary specialization)
• Kubernetes fundamentals
• Amazon EKS (Kubernetes on AWS)
• AWS fundamentals (EC2, S3, IAM, EBS, ECR)
• Terraform (Infrastructure as Code)
• Istio (service mesh/networking)
• Argo CD (GitOps deployment)
• Elastic (monitoring and alerting)
• Git commit-history triage (“who broke the pipeline”)
• QA testing (smoke, UI, and performance testing)
• Service support fundamentals

You Will

• Own the support queue as first point of contact: new account provisioning, external account requests, access changes, login, MFA, and authentication troubleshooting
• Run daily smoke tests, monitor internal channels or dashboards, and escalate incidents
• Create and update technology documentation for customers
• Work with our dev team to integrate into their development cycle as a product tester
• Monitor our cloud infrastructure to triage and remediate issues as they surface
• Proactively suggest and implement improvements to our environments
• Coordinate across many different teams to champion and drive outcomes

• Some technical experience, whether as a hobbyist or a professional (relevant education counts too)
• Attention to detail and personal workflows that produce reliable outcomes
• A curious mind, the drive to understand complex systems, and an understanding of the downstream effects of your decisions
• Genuine interest in technology and the puzzle underneath each issue
• Ability to be onsite 5 days per week, working either a morning (6a-2p) or afternoon (2p-10p) shift

Ideally, You Have

• 2 years of experience on a help desk, or as a sysadmin or DevOps engineer
• An Associate’s or Bachelor’s degree in a related field
• Familiarity with ticketing systems (Jira Service Management), cloud infrastructure, and interpreting dashboards and logs
• Experience working within cleared facilities

Company: The name of our partner organization will be disclosed during the interview process. This is not a direct role with LaunchCode; it is a position through LaunchCode, working with one of our partner companies.