WO-013 Help Desk Support Engineer with Security Clearance

Position Summary

The Help Desk Support Engineer supports mission-critical objectives under the referenced work order by providing technical support for JIRA, GitLab, and other IT management tools ensuring users receive prompt issue resolution and training.

Job Description

• Responsible for providing technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
• Establishes a structured workflow for tracking service level agreement (SLA) adherence, integrating automated notifications and escalation procedures within JIRA.
• Resolves user access issues and troubleshoots software functionality.
• Submits the Quarterly Ticketing & Version Control Optimization Review assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.

Required Qualifications and Experience

• Achieved through an Associate's degree in Information Technology, Computer Science, or a related field; or
• A minimum of three (3) years of professional experience in IT support.
• Demonstrated experience in the following areas:
• Troubleshooting software issues and user access management.
• Working with IT help desk ticketing systems (JIRA, ServiceNow).
• Providing remote desktop support and incident response.
• User training and technical assistance for enterprise applications.
• SLA tracking and escalation procedures.

Required Skills and Competencies

• Expertise in troubleshooting software issues and user access management.
• Working knowledge of IT help desk ticketing systems and customer service best practices.
• Proficiency in remote desktop support and incident response procedures.
• Strong communication and training skills to support end-user adoption.
• Ability to acknowledge training or troubleshooting requests within 4 business hours and resolve standard issues within 3 business days.

Education

• Achieved through an Associate's degree in a relevant field, or an equivalent combination of education and experience.
• CompTIA A+ (Preferred, Not Required)
• ITIL Foundation Certification (Preferred, Not Required)
• MICET Certified: Modern Desktop Administrator Associate (Preferred, Not Required)

Clearance Requirement

No clearance required for off-site duty location, or the ability to obtain and maintain the required clearance as specified by the program.