Cloud Service Desk Engineer

Cloud Service Desk Engineer

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

* Commuter benefits

* Generous paid time off and much more!

Softtek Government Solutions is an Equal Opportunity Employer (EOE)