Help Desk Support Engineer

Founded in 1989, the organization is a private, founder-owned technology and services integrator operating within the defense and government services industry. It provides tailored solutions and leadership to support national security missions worldwide.

About the Role

The Help Desk Support Engineer role is focused on delivering technical assistance and support to end users. This position is responsible for troubleshooting software issues, resolving access problems, and supporting IT management tools and cloud-based applications. The role is critical for ensuring prompt issue resolution, facilitating system adoption through user training, and maintaining efficient IT service operations.

Responsibilities

• Provide technical support and training for end-users of JIRA and GitLab.
• Establish a workflow to track Service Level Agreement adherence, integrating automated notifications and escalations within JIRA.
• Submit quarterly reviews assessing ticket resolution performance and recommending process improvements.

Requirements

• Associate’s degree in Information Technology, Computer Science, or related field, or three years of equivalent IT support experience.
• Experience resolving user access issues and troubleshooting software and system functionality.
• Experience providing technical training and remote desktop support.
• Proficiency with IT help desk ticketing systems and supporting incident response activities.
• Experience supporting cloud-based IT applications.
• Strong customer service and documentation skills.
• Desired certifications include CompTIA A+, ITIL Foundation, and Microsoft Certified: Modern Desktop Administrator Associate.
• Experience with JIRA, GitLab, or similar IT management tools.

Pay

USD 41,852 – USD 77,723 yearly