POSITION DESCRIPTION
TITLE: Infrastructure & Application Support Engineer IV
REPORTS TO: Director, IT
FLSA STATUS: Full Time / Exempt
PAY RANGE: $125,000.00-$140,000.00 Annually DOE
FT / PT STATUS: Full Time
LOCATION: Office [Chesapeake, VA]
CLEARANCE: Not required; ability to obtain clearance if required by contract
CITIZENSHIP: US citizenship required
**THIS ROLE PERFORMS WORK FOR ARMADA PARENT INC.**
SUMMARY
The Infrastructure & Application Support Engineer IV is a senior-level technical role responsible for providing expert infrastructure, application, cloud, endpoint, identity, and systems support across company locations, operating companies, users, vendors, managed service providers, managed security service providers, AWS GovCloud, Azure GCCH, Microsoft 365 GCCH, and related secure technology environments. This position leads complex troubleshooting, service restoration, root cause analysis, high-impact escalations, technical coordination, documentation maturity, and continuous improvement activities. The role partners with IT leadership, cybersecurity, business application owners, vendors, MSPs, MSSPs, and business stakeholders to strengthen system reliability, security, performance, compliance support, user experience, and operational maturity. The Infrastructure & Application Support Engineer IV also mentors junior engineers, contributes to technical standards and roadmap execution, supports major implementations and migrations, and serves as a trusted escalation and advisory resource for critical infrastructure, application, and cloud-hosted system issues.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide infrastructure, application, endpoint, identity, and systems support for assigned platforms, business units, operating companies, and locations.
- Serve as a technical escalation resource for service desk personnel, end users, business stakeholders, vendors, managed service providers, and managed security service providers.
- Administer, troubleshoot, configure, and support Microsoft 365 GCCH, AWS GovCloud, Azure GCCH, identity and access services, endpoint management tools, Windows operating systems, virtual servers, cloud-hosted infrastructure, networking components, VPN, printers, collaboration tools, and line-of-business applications within the scope appropriate for the assigned level.
- Investigate, diagnose, resolve, and document incidents, service requests, application issues, infrastructure alerts, access issues, recurring problems, and technical escalations.
- Perform application administration duties for assigned business applications, including user provisioning and deprovisioning, role and permission updates, workflow configuration, application settings, user group maintenance, and routine administrative changes.
- Support application issue resolution by reproducing reported problems, reviewing user steps, validating application behavior, gathering screenshots or logs, identifying root cause where possible, and coordinating resolution with vendors, MSPs, internal IT, cybersecurity, or business owners.
- Support application lifecycle activities, including configuration changes, patches, upgrades, releases, integrations, data imports, data exports, migrations, testing, validation, and post-implementation support.
- Assist with application access reviews, license assignment, license utilization tracking, account reconciliation, security group validation, and removal of access when users change roles or leave the organization.
- Support application integrations and data flows by monitoring scheduled jobs, reviewing failed transactions, coordinating troubleshooting, documenting dependencies, and escalating integration issues to appropriate technical or vendor resources.
- Create, modify, validate, and troubleshoot routine application reports, dashboards, forms, templates, notifications, and user-facing configuration items as assigned.
- Coordinate with business application owners to understand support needs, document business processes, evaluate recurring issues, communicate system changes, and improve application usability and adoption.
- Maintain application support documentation, including system inventories, support contacts, escalation paths, configuration notes, user guides, known issues, standard operating procedures, and knowledge base articles.
- Support infrastructure administration, including endpoint configuration, server support, network connectivity troubleshooting, device management, backup coordination, vulnerability remediation support, and technical standards implementation.
- Support the development, configuration, administration, monitoring, troubleshooting, and operational support of virtual infrastructure and cloud-hosted systems in AWS GovCloud, Azure GCCH, and similar secure cloud environments, including compute, storage, networking, identity, backup, logging, security configuration, and service availability activities as assigned.
- Coordinate with cybersecurity, infrastructure, applications, service desk, MSP, MSSP, software vendors, and business teams to resolve issues, implement changes, and maintain secure operations.
- Support cybersecurity and compliance activities by assisting with secure configuration, vulnerability remediation, access reviews, audit evidence collection, control validation, logging review, system documentation, and remediation tracking for assigned infrastructure, applications, and cloud environments.
- Use or support automation, scripting, infrastructure-as-code, and administrative tooling as appropriate by level, which may include PowerShell, command-line tools, Azure CLI, AWS CLI, Terraform, CloudFormation, scripts, templates, or similar technologies to improve repeatability, consistency, and operational efficiency.
- Participate in change management, incident management, problem management, access management, asset management, configuration management, and service improvement activities.
- Support change and release management for applications, infrastructure, and cloud services by assisting with maintenance windows, deployment planning, release coordination, testing, rollback planning, stakeholder communication, implementation documentation, and post-change validation.
- Develop and maintain technical documentation, support procedures, configuration records, knowledge base articles, troubleshooting guides, runbooks, and system support notes.
- Support onboarding, offboarding, access changes, equipment readiness, application provisioning, and technology transitions for authorized users and business groups.
- Monitor assigned systems, review alerts, identify recurring issues, analyze trends, and recommend improvements to stability, security, performance, usability, and service delivery.
- Assist with technology projects, system implementations, upgrades, migrations, integrations, testing, deployments, user communication, and post-implementation support.
- Follow established cybersecurity, data handling, access control, acceptable use, configuration, change management, and compliance-related procedures.
- Handle company data and regulated information in accordance with applicable data governance, CUI, CDI, ITAR, export control, cybersecurity, confidentiality, and contract-specific requirements as applicable to assigned systems and duties.
- At higher levels, lead technical troubleshooting, coordinate complex escalations, mentor junior personnel, support architecture and standards discussions, and contribute to process maturity and technology roadmaps.
- Perform other related duties as assigned.
SUPERVISORY RESPONSIBILITY
LEVELING GUIDELINES
Level
Scope and Expectations
Infrastructure & Application Support Engineer I
Entry-level infrastructure and application support role focused on documented procedures, routine administration, ticket escalation support, application access requests, endpoint and system troubleshooting, basic monitoring, and knowledge base use. Works under close guidance and escalates complex issues to more senior engineers, administrators, vendors, or managed service providers.
Infrastructure & Application Support Engineer II
Intermediate role that independently resolves routine to moderately complex infrastructure, endpoint, Microsoft 365 GCCH, AWS GovCloud, Azure GCCH, identity, application, VPN, networking, cloud-hosted infrastructure, and system support issues. Contributes to application administration, system maintenance, cloud configuration support, documentation, recurring issue analysis, user acceptance testing, vendor coordination, and small technical improvement efforts.
Infrastructure & Application Support Engineer III
Advanced role responsible for complex escalations, root cause analysis, cloud-hosted infrastructure support, system and application administration, technical standards implementation, integrations support, patching and upgrade coordination, service improvement, vendor escalation management, and mentoring Level I and Level II personnel. Serves as a key technical escalation point for infrastructure, cloud, and application support issues.
Infrastructure & Application Support Engineer IV
Senior-level role that provides expert technical support, leads complex troubleshooting and service restoration efforts, supports cloud architecture and standards discussions, coordinates major incidents and high-impact application, infrastructure, or cloud-hosted system issues, mentors engineers across levels, drives documentation and process maturity, and partners with IT leadership, vendors, MSPs, MSSPs, and business stakeholders on technology reliability, performance, security, and roadmap execution.
KNOWLEDGE, SKILLS, ABILITIES & ATTRIBUTES
- Strong customer service orientation with the ability to communicate technical issues, risks, options, and resolution steps clearly to technical and non-technical audiences.
- Troubleshooting, analytical thinking, root cause analysis, and problem-solving skills appropriate to the assigned level.
- Working knowledge of Microsoft 365 GCCH (including SharePoint, OneDrive, Entra, etc.), AWS GovCloud, Azure GCCH, secure cloud environments, Windows operating systems, identity and access services, endpoint management, virtual servers, networking fundamentals, VPN, printers, collaboration platforms, cybersecurity tools, and line-of-business applications, with depth increasing by level.
- Ability to support application administration, configuration changes, access management, integrations, testing, reporting, vendor coordination, and user support for assigned business applications.
- Ability to support infrastructure administration, cloud-hosted infrastructure configuration, monitoring, patching coordination, endpoint configuration, backup coordination, vulnerability remediation support, logging, service availability, and technical standards implementation.
- Ability to support secure configurations, vulnerability remediation, access reviews, audit evidence collection, compliance documentation, control validation, logging review, and remediation tracking for assigned systems and applications.
- Working knowledge of scripting, automation, administrative tooling, and infrastructure-as-code concepts, such as PowerShell, Azure CLI, AWS CLI, Terraform, CloudFormation, templates, scripts, or similar tools, with depth increasing by level.
- Ability to support change and release management activities, including deployment planning, maintenance windows, testing, rollback planning, stakeholder communication, documentation, and post-change validation.
- Excellent verbal and written communication skills, including technical documentation, escalation notes, runbooks, knowledge base articles, user communication, and leadership updates as appropriate by level.
- Strong organizational skills and attention to detail, including accurate ticket documentation, asset information, configuration records, change records, support handoffs, and follow-up.
- Ability to manage multiple priorities, meet service expectations, coordinate across teams, and remain calm while supporting urgent or high-impact technical issues.
- Ability to follow cybersecurity, access control, confidentiality, data governance, CUI, CDI, ITAR, export control, acceptable use, configuration management, and change management requirements as applicable to assigned systems and duties.
- Ability to work independently and collaboratively with service desk personnel, infrastructure teams, cybersecurity teams, application owners, managed service providers, managed security service providers, vendors, and business users.
- Ability to mentor junior personnel, coordinate complex escalations, analyze recurring issues, support project delivery, and contribute to technical standards and reporting.
- Ability to lead complex support initiatives, coordinate with IT leadership, support roadmap execution, and promote operational maturity across infrastructure and application support functions.
EDUCATION AND EXPERIENCE
- Education, certifications, technical training, and directly related experience may be considered in combination when determining whether a candidate meets the requirements for the assigned level.
- Bachelor?s degree or higher in information technology, computer science, cybersecurity, information systems, business technology, or a related field preferred. Equivalent senior-level infrastructure, application, systems, cloud, AWS GovCloud, Azure GCCH, identity, endpoint, cybersecurity, project, or technical leadership experience, advanced technical training, relevant certifications, and eight or more years of related experience may be considered in lieu of a degree.
- Experience supporting Microsoft Windows, Microsoft 365 GCCH, AWS GovCloud, Azure GCCH, secure cloud environments, identity and access tools, endpoint management, virtual servers, network connectivity, VPN, cybersecurity tools, business applications, application vendors, and common enterprise support processes preferred.
- CompTIA A+, Network+, Security+, Microsoft, Azure, AWS, ITIL Foundation, HDI, application-specific, networking, cybersecurity, cloud, infrastructure, automation, scripting, or infrastructure-as-code certifications preferred; certification expectations may increase by level.
- Experience supporting users, systems, applications, cloud environments, regulated data, compliance requirements, change/release processes, and secure operations in a multi-site, government contracting, maritime, industrial, or regulated business environment preferred.
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
- This position operates primarily in a professional office, infrastructure support, application support, or technical support environment with occasional support at operating company locations, job sites, user work areas, conference rooms, network closets, server rooms, or equipment locations.
- Must be able to sit for prolonged periods of time at a desk; must be able to view a computer screen for prolonged periods of time; must be able to enter data using a keyboard accurately and efficiently.
- Must be able to communicate effectively by phone, email, ticketing system, chat, video conference, and in person.
- May be required to walk, bend, kneel, reach, crawl, climb short ladders, or access workstations, printers, conference rooms, network closets, racks, cable paths, or other equipment locations.
- Ability to lift, carry, push, or pull IT equipment, peripherals, network equipment, and delivery boxes up to 50 pounds occasionally, with assistance or mechanical support for heavier or awkward items.
- May be required to participate in after-hours support, maintenance windows, system upgrades, project deployments, major incident response, or other business-critical support activities as business needs require.
EQUIPMENT USED
- Desktop computers, laptops, docking stations, monitors, keyboards, mice, headsets, mobile devices, printers, scanners, copiers, and related peripherals.
- Servers, network switches, firewalls, wireless access points, routers, UPS devices, cabling, racks, conference room technology, and other infrastructure equipment as assigned.
- IT service management, remote support, endpoint management, identity management, monitoring, backup, asset management, documentation, reporting, and administrative tools.
- Microsoft Windows, Microsoft 365 GCCH, AWS GovCloud, Azure GCCH, collaboration tools, VPN clients, cybersecurity tools, business applications, cloud services, vendor portals, monitoring platforms, and approved enterprise applications.
- This is a general list and is not all inclusive.
REASONABLE ACCOMMODATIONS
- Accommodations may be made to enable qualified individuals with disabilities to perform essential job functions
