Service Desk Engineer (Cleared) CBO

**Job Title:** Service Desk Engineer **Company:** ****Virtual Technologies Group (VTG) **Location:** Washington, DC 20515 **Position Type:** Full-Time, Part-Time, **Employee Type:** FTE **Compensation Range:** $125K-$165K **Company Overview:** Virtual Technologies Group, LLC is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, LLC, we are dedicated to shaping the future of technology and making a positive impact on the world. **Position Overview** The Service Desk Engineer (designated as the Cloud Service Desk Representative in program documents) handles escalated cloud-adjacent and endpoint tickets that require engineering depth rather than Tier 1 resolution. This role serves as the critical bridge between the engineering tier and the end-user-facing service desk, owning the execution and automation of onboarding/offboarding workflows. This is explicitly not a Tier 1 help desk position; it requires a strong technical baseline to independently diagnose complex enrollment failures, authentication errors, and conditional access configuration issues. **Minimum Qualifications** - **Experience:** Minimum of 8 years of experience in Information Technology, Endpoint Engineering, or Cybersecurity. - **Engineering Background:** Minimum of 6 years specifically performing engineering functions. - **U.S. Top Secret Security Clearance** Required - **Escalated Troubleshooting:** Proven experience resolving escalated, complex issues involving cloud-connected endpoints, including device enrollment failures, authentication errors, and conditional access problems. - **Cloud Environments:** Deep familiarity with Microsoft 365 and Entra ID cloud services. - **Workflow Automation:** Experience executing and automating onboarding/offboarding technical checklists. - **Tools & Systems:** Proficiency with ServiceNow (or equivalent ITSM ticketing platforms) for escalated ticket management, SLA tracking, and resolution documentation. - **Technical Communication:** Ability to clearly translate complex technical issues to non-technical users and maintain standard operating procedures/knowledge base articles. **Preferred Qualifications** - Bachelor’s degree in an IT-related field (waivable for equivalent professional experience). - Experience managing and administering Microsoft 365 tenants within a federal or regulated environment subject to strict compliance frameworks. - Active Microsoft 365 Certified: Administrator Expert or relevant associate-level Microsoft cloud certifications. - ITIL Foundation certification or a strong understanding of structured service management frameworks **Why Join Us?** At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry. Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career. **Benefits Overview:** VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexib…