Senior IT Service Desk Agent - Image Management & Azure Virtual Desktop

Clearance: Active TS/SCI Eligible Clearance Required
Location: Vienna, VA

We are actively seeking a dedicated Senior IT Service Desk Agent with a specialization in image management and proven expertise in troubleshooting Azure Virtual Desktop environments. This role is essential in supporting and enhancing our IT services within a high-security government context, necessitating all candidates to be U.S. citizens with an active Department of Defense Top Secret Clearance with SCI eligibility.

This role is required to provide exceptional Tier 1-Tier 3 support, managing complex customer issues with a focus on imaging solutions, and addressing Azure Virtual Desktop challenges within our secure IT infrastructure.

Image Management Proficiency: Assist with the maintenance and optimization of system images, ensuring they meet organizational standards and are effectively deployed across diverse hardware platforms.
• Azure Virtual Desktop Troubleshooting: Provide troubleshooting expertise for Azure Virtual Desktop environments, ensuring high availability, performance, and security compliance.
• Technical Support & Problem Resolution: Deliver outstanding Tier 1 - Tier 3 support, diagnosing and resolving complex issues related to desktop imaging, virtual desktops, and associated hardware or software.
• Operational Excellence: Maintain and enhance the IT service desk operations, ensuring SLAs are met and customer satisfaction is maintained at the highest levels.
• Documentation & Knowledge Sharing: Develop and maintain comprehensive documentation on imaging standards, procedures, and troubleshooting guides for Azure Virtual Desktop environments. Contribute to the IT knowledge base to assist in the swift resolution of common issues.
• Collaboration & Integration: Work closely with IT teams, including systems administrators, network engineers, and security specialists, to ensure a cohesive and secure IT environment. Provide input and support for IT projects, particularly those involving desktop and application virtualization technologies.

Required:

• Active Top-Secret Clearance with SCI Eligibility: Mandatory requirement for all applicants.
• Experience in Image Management: Minimum of 2 years' experience in managing and deploying system images in a complex IT environment.
• Azure Virtual Desktop Expertise: At least 1 years of hands-on experience in troubleshooting, supporting, and optimizing Azure Virtual Desktop environments.
• Advanced Problem-Solving Skills: Proven ability to diagnose and resolve complex technical issues related to desktop imaging and virtual desktop infrastructure.
• Documentation Skills: Strong capability in creating and maintaining clear, concise, and comprehensive documentation and knowledge base articles.
• Interpersonal and Communication Skills: Exceptional ability to communicate technical information to non-technical stakeholders and work collaboratively across various IT disciplines.
• Educational Background: Relevant Bachelor's degree or certification in Information Technology, Computer Science, or related field. Equivalent professional experience may also be considered.

Preferred:

• Desirable Skills: Experience with PIV login systems, familiarity with GovCloud environments, and proficiency in implementing security technical implementation guides (STIGs) for Azure.

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

* Medical, Dental & Vision Insurance

* Flexible Spending Accounts

* Short-Term and Long-Term Disability Insurance

* Life Insurance

* Paid Time Off & Holidays

* Earned Bonuses & Awards

* Professional Training Reimbursement

* Paid Parking

* Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.