Cloud Service Desk Engineer

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Full Time DC, Washington, DC, US 22 days ago Requisition ID: 1317 Position Summary Softtek Government Solutions is seeking highly cleared, experienced IT engineering professionals to support the Congressional Budget Office (CBO) Service Desk Engineering task order. This initiative focuses on fundamentally hardening the CBO’s enterprise environment to reduce the risk of unauthorized lateral movement, credential misuse, and persistence techniques. Note: This is an advanced engineering scope focused on resolving complex escalations, implementing security architecture, and developing automated workflows. It does not involve routine Tier 1 end-user help desk support. The engineering team will be responsible for designing, deploying, and maintaining the technical controls necessary to secure endpoint, identity, and device lifecycle operations. Responsibilities Serves as the operational bridge between Service Desk and Engineering teams , ensuring seamless escalation handling. Oversees intake, classification, prioritization, and routing of engineering‐related incidents and service requests. Coordinates resolution of escalations involving imaging, patching, device enrollment, telemetry, and compliance issues. Ensures all tickets meet quality standards including documentation, categorization, and traceability. Maintains and updates runbooks, knowledge articles, and escalation procedures to support consistent execution. Analyzes recurring issues and identifies opportunities for automation, remediation, and process improvement. Provides visibility into operations through reporting on ticket trends, backlog, SLAs, and performance metrics. Ensures Service Desk teams execute approved activities in alignment with change control and governance frameworks. Education Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). ITIL certification or equivalent service management training is preferred. Qualifications Must be a US Citizen 6–8 years of experience in IT operations and Service Desk environments. Experience in escalation management, endpoint support processes, and ITSM tools in enterprise environments. Strong understanding of workplace services and engineering‑driven operations. Experience working under structured processes, documentation standards, and governance models. Required Clearance Active Top Secret (TS) security clearance. About Softtek Government Solutions Softtek Government Solutions is a professional services firm focused on addressing our nation’s most complex threats and challenges. As a small business we’re committed to supporting our clients’ missions with services delivered by our diverse and experienced staff. With expertise in cybersecurity, emergency preparedness, and public health, our experience base spans federal, state, and local governments, as well as private sector entities. Softtek Government Solutions encourages collaborative communication and ongoing learning. Some of our benefits include: Extensive training programs Gym membership and educational reimbursement 401(k) employer matching contributions Health, dental, and vision insurance Generous paid time off and much more! Softtek Government Solutions is an Equal Opportunity Employer (EOE) #J-18808-Ljbffr