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Cloud Service Desk Representative

Focused Management, Inc. Washington, DC

Washington, DC

Today

$95k - $110k/yr Contract Active Directory Cloud Computing Cloud Platforms

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Job Description

Focused Management, Inc. is seeking a Cloud Service Desk Representative to support the Congressional Budget Office (CBO). This onsite contract role combines advanced Microsoft cloud and endpoint management support with hands-on troubleshooting, serving as the technical link between end users and engineering teams for secure, compliant enterprise device operations.

The position focuses on resolving complex Microsoft 365 and endpoint issues, helping maintain reliable device provisioning and identity authentication, and escalating engineering-level problems when needed. You will also contribute to service quality through documentation and collaboration with cybersecurity, cloud, and endpoint engineering teams.

Key Responsibilities

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

Required Qualifications

Active Top Secret (TS) Security Clearance required
Minimum 8 years of Information Technology, Endpoint Engineering, or Enterprise Technical Support experience
Minimum 6 years supporting enterprise Microsoft environments
Experience supporting enterprise Microsoft 365 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
Experience with Microsoft Intune (3 years required)
Experience with Windows 11
Experience with Top Secret (TS) Security Clearance

Technologies and Tools

Microsoft 365, Microsoft 365 Administration
Exchange Online, Microsoft Teams, SharePoint Online, OneDrive
Microsoft Intune, Windows Autopilot
Microsoft Entra ID, Active Directory
Multi-Factor Authentication (MFA), Passwordless Authentication, YubiKeys, Conditional Access
Windows 11, macOS
Microsoft Defender, endpoint protection
Group Policy (GPO), JAMF Pro
Knowledge Base articles, Standard Operating Procedures, ITIL

Preferred Qualifications

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

Preferred Certifications

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

Compensation and Location

Pay: $95,000.00 - $110,000.00 per year
Work location: In person (Washington, DC)
Job type: Contract

Benefits

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Education

Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related technical discipline (preferred)

Additional Experience Notes

Windows 11: 4 years (required)
Intune: 3 years (required)
macOS: 4 years (preferred)
GPO: 4 years (preferred)
Microsoft Teams: 4 years (preferred)
Microsoft Defender: 4 years (preferred)
SIEM: 4 years (preferred)

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