Help Desk Support Engineer - Jr

Position: Help Desk Support Engineer
LCAT: Jr
Location: SOUTHCOM HQ, Doral, FL / Off-site
Office: U.S. SOUTHERN COMMAND J2

Required clearance: No

Required education: Associate’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.

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.

• 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.

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