Cloud Service Desk Representative (Help Desk Support Specialist

Summary

The MIL Corporation is looking for a Cloud Service Desk Representative (Help Desk Support Specialist IV). The Cloud Service Desk Representative provides frontline technical support for cloud-connected endpoints, device enrollment, authentication workflows, and service issues related to cloud-managed workstation environments. This role acts as the operational bridge between end users, engineering teams, and cloud management platforms-ensuring secure, consistent, and compliant device operation across the enterprise.

This position currently requires an on-site schedule. Schedule is subject to change based on company/contract requirements.

This position is currently unfunded and is being posted in anticipation of a future contract award and funding approval. We are proactively identifying and engaging with qualified candidates. While candidates may be contacted for pre-screening, any hiring decisions will be contingent upon funding availability and final program requirements or client approval.

Responsibilities

Cloud Device Enrollment & Provisioning Support

• Support and troubleshoot device enrollment workflows for
  Intune, Windows Autopilot, and Apple Business Manager/JAMF for macOS and iOS devices.
• Assist with ensuring that devices meet baseline security and compliance requirements before cloud access is granted.

Cloud Authentication & Access Support

• Provide frontline troubleshooting for authentication issues related to
  passwordless sign-in, hardware-backed credentials, YubiKeys, and other approved identity methods.
• Validate that users and devices are properly registered and associated within cloud identity systems.

Endpoint Compliance & Cloud Configuration Support

• Monitor and respond to compliance deviations flagged in cloud management tools such as Intune.
• Provide Tier 1-2 support for imaging, patch deployment status, and configuration-related issues following engineering guidance and runbooks.

Cloud Telemetry, Logging, and Monitoring Assistance

• Verify that endpoint cloud agents (EDR, AV, logging) are installed and reporting correctly.
• Escalate missing telemetry, log-forwarding failures, or cloud monitoring alerts to engineering teams.

Asset & Lifecycle Support (Cloud-Connected Devices)

• Support onboarding/offboarding tasks such as device assignment, role updates, ownership accuracy, and cloud inventory reconciliation.
• Assist with secure device wipe, reassignment, and user-access transitions following established procedures.

User Support & Runbook Execution

• Follow engineering-created runbooks for imaging/recovery, enrollment troubleshooting, patch validation, and common remediation steps.
• Participate in knowledge transfer sessions led by engineering teams and maintain an up-to-date working knowledge of cloud and endpoint processes.

Required Qualifications

• 8+ years of relevant experience
• Experience supporting Windows, macOS, and mobile device environments.
• Familiarity with cloud endpoint management tools (Intune, Autopilot, JAMF).
• Understanding of identity and authentication mechanisms (MFA, passwordless, hardware keys).
• Ability to interpret and follow technical runbooks and cloud-based procedures.
• Strong troubleshooting and customer service skills.

Desired Qualifications

• Experience supporting cloud-managed endpoint environments - familiarity with tools such as Microsoft Intune, Windows Autopilot, Azure AD/Entra ID, or JAMF for macOS helps candidates troubleshoot enrollment, compliance, and authentication issues more effectively.
• Knowledge of modern authentication and identity security - understanding MFA, passwordless authentication, hardware tokens (e.g., YubiKeys), and conditional access concepts is highly beneficial in resolving identity-related issues.
• Strong troubleshooting skills related to endpoint compliance - experience interpreting configuration or compliance alerts (e.g., missing patches, misapplied profiles, non-reporting cloud agents) enables faster issue resolution.
• Familiarity with endpoint logging and telemetry concepts - ability to recognize when cloud agents, logging services, or telemetry pipelines are not reporting properly, improving diagnostic accuracy.
• Background in asset lifecycle or provisioning workflows - experience with onboarding/offboarding processes, device assignment, and cloud-connected asset inventories helps ensure accurate end-to-end device management.

Education

HS/GED

Clearance

Active Top Secret (TS) clearance.

Compensation

The MIL Corporation values your contributions and offers a range of benefits to support your overall well-being. We are pleased to offer a comprehensive range of benefits to our full-time employees which include health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process.

For this position, the projected compensation range is $71,000 - $85,000 per year. This estimate represents the typical salary range and is just one part of MIL's complete compensation package. Final salary for this position is determined based on factors such as individual qualifications, education, experience, and contractual limitations. Learn more on the MIL Careers page.

Why MIL?

The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you! MIL offers opportunities for professionals at all stages of their careers, from early-career candidates to experienced industry professionals. We are known for a collaborative, people-first culture where employees are supported, valued, and encouraged to grow. This commitment to our people and our work is reflected in the industry and workplace awards MIL has received over the years.

• 2021 - 2024, Top Workplaces USA award (Energage)
• 2017 - 2025 Top Workplaces Award, Greater Washington Area (The Washington Post)
• 2018 - 2025 Certified Great Workplace, Great Place to Work®
  • 2021 - 2025, Best Workplaces in Consulting & Professional Services™
  • 2021 Fortune Best Workplaces for Millennials™
  • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
• 2017, 2020 - 2025 Top Workplace Award, South Carolina (Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine)
• 2025 Corporate Partnership Award, Association of Fundraising Professionals, Maryland Chapter
• 2025 Moxie Award, GovCon Category
• 2024 Patriot Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2022 Freedom Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, MIL welcomes you. Become a part of something greater, where you, the people, make the difference.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.