Help Desk Support Engineer - Jr

About the role

Nalley Consulting is seeking a Help Desk Support Engineer (Jr) to join the team at Southcom HQ. This position is located at SOUTHCOM HQ in Doral, FL, with off-site office availability at U.S. SOUTHERN COMMAND J2.

Responsibilities

• 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

• Associate's degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support
• 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
• Proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications
• Strong customer service and documentation skills
• 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

Desired qualifications

• CompTIA A+
• ITIL Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate