Help Desk Support Engineer - Jr

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.

Required 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.
• Must be proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
• Strong customer service and documentation skills are required.
• 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.

Desired Qualifications

• Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.