Location: Onsite at Washington DC
Employment Type: Part-Time
Position Summary:
We are seeking a skilled and motivated Cloud Engineer to provide Tier 2 cloud service support in a federal operational environment. The role is suited for a technically strong professional who can support cloud-based and hybrid end-user platforms, collaborate across teams, and deliver reliable technical solutions that sustain mission operations.
Personnel performing this work must maintain professional competence in their area of specialization, demonstrate proven expertise in the requested services.
Support Scope:
- Provide Tier 2 support for cloud services, cloud-based web applications, enterprise user platforms, and operational services that sustain availability, access, integration, and performance across the supported environment.
- Support Google Workspace, Google Cloud Platform, cloud-based web applications, Windows and macOS laptops and desktops, Microsoft Office, Adobe Acrobat, GitHub, asset management, Apple iOS and Samsung Android phones, tablets, and any additional software or technology procured.
- Supportagency’smission support systems including Knowledge Store, Arbitration Workstation, Beyond Trust, PACS/CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron, and the Mediation Case Management System.
- Support required tools and security utilities including Burp Suite, certificates, CrowdStrike, JAWS, Logs Explorer, Qualys, Uptime, WinZip, YubiKey, Lookout for Mobile Threat Defense, and related network, security, and remote support tools used by the customer environment.
Key Responsibilities:
- Troubleshoot and resolve cloud infrastructure, service availability, account access, integration, endpoint, and performance issues in a timely manner while minimizing disruption to agency’s operations.
- Provide basic configuration and access assistance, including setup and support for email accounts, user IDs and passwords, calendars, access credentials, and data encryption.
- Support application administration and standard configuration management for supported environments, including operating system imaging and compliance with established configuration baselines such as DISA STIGs.
- Maintain and document the Standard Operating Environment; perform software patching and upgrades; and deliver real-time online support for remote users using LogMeIn or any approved successor tool.
- Support the LANfirewall, routers supporting wireless connectivity, network devices, and scanning functionality for network copiers where those platforms intersect with cloud or user service operations.
- Maintain a detailed log of service requests and resolutions in the designated system and contribute to a concise weekly status report.
- Support the single point of contact function for end-user support, coordinate with internal teams and third-party service providers, and facilitate escalation between the Network Infrastructure and Electronic Voting System helpdesks when required.
- Help maintain efficient service delivery through quick problem resolution, continuous process improvement, best-practice adoption, flexibility in response to changing priorities, partnering with stakeholders, and identification of cost-saving or cost-avoidance opportunities.
- Participate in annual reviews of IT hardware and software, follow established hardware and software issueand return processes, and support continuity of services throughout contract performance.
- Participate in transition and onboarding activities to ensure a seamless start of support with no lapse in service and readiness to perform on the contract start date.
Required Qualifications:
- Degree in Computer Science, Information Systems, Software Engineering, or another related analytical, scientific, or technical discipline.
- Minimum of five (5) years of continuous experience performing cloud service support duties.
- Documented experience across the supported cloud platforms, enterprise applications, devices, and mission support systems used in the environment, including the hardware, software, mobile, remote support, security, and network-adjacent tools listed above.
- Experience with user access support, operating system imaging, STIG-aligned configuration management, Standard Operating Environment documentation, software patching and upgrades, ticket logging, weekly status reporting, remote support for telecommuting users, and cross-team escalation workflows.
- Ability to work independently and collaborate effectively with application developers, engineers, and other stakeholders.
- Motivated, results-oriented work style and effective written and oral communication skills.
- Ability to successfully complete a background check before being granted system access.
Preferred Qualifications:
- BS/BA in a related field highly preferred.
- Salesforce certification highly preferred.
- Google IT Support Professional Certification highly preferred.
- Prior experience supporting cloud service operations in federal or other regulated environments preferred.
- Familiarity with structured support processes, issue escalation, service continuity practices, and customer support best practices preferred.
Application Process: Qualified candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications. Please include any certifications and references that support your application.
Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
