Cloud Service Desk Representative

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)