Role overview

Qualifications

Eight years of experience in information technology (IT), endpoint engineering, or cybersecurity
Six years of engineering experience in enterprise environments
Experience working under formal change control, audit, and security governance processes
Experience with endpoint management, device workflows, operational documentation, and escalated issue support

Responsibilities

Support the engineering team responsible for secure workstation images, patching, enrollment, baseline enforcement, and telemetry coverage
Support escalated ticket resolution activities tied to endpoint engineering rather than routine Tier 1 help desk operations
Participate in enrollment workflows, lifecycle operations, logging and monitoring support, and documentation updates
Help maintain runbooks, checklists, validation artifacts, and knowledge transfer materials used by delivery teams

Key facts

Remote from: Washington (USA)
Full time
Customer Service / Support Representative
English

Hard skills

Endpoint Engineering Lifecycle Management Cyber Security Escalation Procedures Enrollment Management Internal Documentation

Other skills

Troubleshooting (Problem Solving)
Problem Solving
Teamwork

About the company

Spry Methods, Inc

Information Technology & Services

Spry is a certified Small Business headquartered in McLean, VA. Spry provides Enterprise, C4IT, Management, and Cyber Solutions to the federal government and commercial entities. Founded in 2001, Spry Methods was built on the foundation of combining industry knowledge with unmatched responsiveness to produce results for our customers. Our goal is to build a business dedicated to the maximization of value for all stakeholders starting with our employees, our customers, and our community. We recognize that talented and dedicated employees are our most valued assets and the foundation of our success. Guided by these principles, we have established an impressive track record of proven past performance serving our customers within the Commercial, Federal Civilian, DoD, and Intelligence Communities. A CMMI Level 3 certified and ISO 9001:2008 registered company, Spry is committed to quality and continuous improvement.

Company details

Company typeSME

IndustryInformation Technology & Services

Company size51 - 200

Links

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Job description

Who We’re Looking For (Position Overview):

The Cloud Service Desk Representative supports the endpoint engineering team, contributing to secure imaging, endpoint lifecycle management, enrollment, telemetry, documentation, and support for escalated service issues.

What Your Day-To-Day Looks Like (Position Responsibilities):

Support the engineering team responsible for secure workstation images, patching, enrollment, baseline enforcement, and telemetry coverage.

Support escalated ticket resolution activities tied to endpoint engineering rather than routine Tier 1 help desk operations.

Participate in enrollment workflows, lifecycle operations, logging and monitoring support, and documentation updates.

Help maintain runbooks, checklists, validation artifacts, and knowledge transfer materials used by delivery teams.

What You Need to Succeed (Minimum Requirements):

Eight years of experience in information technology (IT), endpoint engineering, or cybersecurity.

Six years of engineering experience in enterprise environments.

Experience working under formal change control, audit, and security governance processes.

Experience with endpoint management, device workflows, operational documentation, and escalated issue support.

Top Secret (TS) security clearance.

Ideally, You Also Have (Preferred Qualifications):

Bachelor's degree in information technology, cybersecurity, or a related field, or equivalent experience.

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