Help Desk Support Engineer

Description

Please note that the availability of this position is contingent upon.

Benefits

• A competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule.
• Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

Description

- Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.

- Establish a structured workflow for tracking Service Level Agreement (SLA) adherence, integrating automated notifications and escalation procedures within JIRA.

- Submit the Quarterly Ticketing & Version Control Optimization Review, assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.

Requirements

• Experience:
  • Possess the knowledge and capability to provide technical support for JIRA, GitLab, and other IT management tools, ensuring users receive prompt issue resolution and training.
  • Personnel must be proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
  • Strong customer service and documentation skills are required.
  • Personnel must have demonstrated experience in resolving user access issues, troubleshooting software functionality, and providing technical training.
  • Experience with IT help desk ticketing systems, remote desktop support, and incident response is required.
• Education:
  • An Associate’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.
  • Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.
• Security clearance:
  • Must be a US citizen and able to obtain a clearance
• Location:
  • Doral, Florida. (USSOUTHCOM Headquarters)