Help Desk Lead — Jira, Confluence & Data Tools

Peraton; Corridor North (MD); On-site; USD 146,000 - 234,000; Full time

Benefits offered by this job

25 days PTO

Bonus plan eligibility

Subsidized benefits

Job summary

Peraton is seeking a Help Desk Engineer in Annapolis Junction, MD to manage a Jira-based service desk for data management tools, provide Tier 1/2 support, and coordinate software deployments.

The role collaborates with system and software engineers, maintains Confluence docs, and delivers weekly metrics. Requires TS/SCI with polygraph and 14+ years in systems engineering; Bachelor's degree; competitive benefits.

Qualifications

• Active TS/SCI with current Polygraph is required.
• Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
• Bachelor's degree in technical discipline from an accredited college or university is required; Five (5) years of additional systems engineering experience may be substituted for a bachelor's degree.

Responsibilities

• Manage project help desk Jira tickets from customers seeking product support.
• Provide Tier 1 and Tier 2 support for Data Management tools with emphasis on user access management and real-time troubleshooting.
• Collaborate with system and software engineers and external teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create, update, and maintain internal and customer-facing documentation in Confluence.
• Manage full lifecycle of Jira tickets: prioritization, assignment, tracking, and closure.
• Coordinate software deployments, system upgrades, and security patches.
• Participate in meetings to gather requirements and align priorities.
• Generate and deliver weekly and monthly performance and incident metrics.

Skills

Strong communication

Self-starter

Jira and Confluence

Education

Bachelor's degree in technical discipline

Tools

Jira

Confluence

Job description

Peraton is seeking a Help Desk Engineer in Annapolis Junction, MD to manage a Jira-based service desk for data management tools, provide Tier 1/2 support, and coordinate software deployments.

The role collaborates with system and software engineers, maintains Confluence docs, and delivers weekly metrics. Requires TS/SCI with polygraph and 14+ years in systems engineering; Bachelor's degree; competitive benefits.