Senior Operations Maintenance And Support Specialist

We are seeking a Senior Operations & Maintenance Support Specialist to provide advanced technical support with specialized focus on Kubernetes and Virtual Desktop Infrastructure (VDI) in a government environment. This role combines Tier 1 and Tier 2 Site Reliability Engineering (SRE) support responsibilities with deep technical expertise in Azure Kubernetes Services and VDI technologies. The ideal candidate will serve as a technical escalation point, mentor junior team members, and provide expert-level troubleshooting for complex cloud infrastructure and application issues while ensuring system reliability and optimal user experiences. Must be a US citizen and an active TS/SCI security clearance is required for this position.Sign-on Bonus availableResponsibilities include:

Serve as first point of contact for end-user technical support requests related to cloud services, hosted applications, and VDI functionality, providing responsive customer service and executing deep troubleshootingCreate, update, and maintain technical support tickets in Jira with accurate documentation, proper categorization, and tracking of resolution times to maintain SLA complianceEscalate complex issues to Tier 2/3 support teams, SREs, and Platform Engineers with comprehensive documentation, coordinating with Development, DevOps, and Architecture teams for resolutionManage VDI technologies including troubleshooting and repairing User Virtual Machines (UVMs), building and deploying base images for supported operating systems, and patching running UVMsBuild, package, deploy, and manage Salt States to install applications in virtual machines, operating the Salt Master for application deployment across the VDI environmentMonitor system performance, identify patterns indicating systemic issues, and support maintenance windows with user communication during planned outagesMaintain and update knowledge base articles, contribute to support procedures and troubleshooting guides, and participate in continuous service improvement initiativesWork with cloud providers for Tier 1 and Tier 2 support issues, escalating Tier 3+ issues appropriatelyOther duties as assigned

Technical Experience & Qualifications

Must be US CitizenEducation: Bachelor's degree in Computer Science, Information Technology, or related technical fieldExperience: Minimum 6 years of professional experience in technical support, operations, SRE, or infrastructure engineering rolesSecurity Clearance: Active TS/SCI clearance (Required)Kubernetes Expertise: Advanced hands-on experience with Kubernetes or Azure Kubernetes Services (AKS) including troubleshooting pods, services, deployments, networking, and cluster operationsVDI Expertise: Deep experience with Virtual Desktop Infrastructure technologies, particularly Azure Virtual Desktop (AVD), including architecture, troubleshooting, and optimizationConfiguration Management: Advanced proficiency with Salt, Ansible, or similar configuration management tools with experience developing complex automationContainerization: Strong experience with Docker, container troubleshooting, and containerized application supportSRE Practices: Understanding of Site Reliability Engineering principles including monitoring, incident response, and system reliabilityCloud Platforms: Advanced knowledge of Azure cloud services with focus on compute, networking, and storageOperating Systems: Expert-level troubleshooting in Windows and Linux environmentsMonitoring & Observability: Experience with Azure Monitor, Prometheus, Grafana, or similar monitoring tools for Kubernetes and infrastructureScripting & Automation: Proficiency in PowerShell, Python, or Bash for automation and troubleshootingIncident Management: Advanced experience with Jira or similar systems, including leading complex incident resolutionTechnical Leadership: Proven ability to mentor team members and provide technical guidance