Help Desk Support Engineer

Prescient Edge; Florida; On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Competitive salary with bonus

Healthcare benefits

Retirement plan

Career development

Positive work environment

Job summary

Prescient Edge is seeking a Help Desk Support Engineer to provide technical support for JIRA and GitLab, ensuring prompt issue resolution and user training. This role includes establishing SLA tracking with automated notifications and escalation procedures to improve ticket handling.

You will participate in quarterly reviews of ticketing and version control processes, identifying inefficiencies and suggesting improvements.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.
• Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.

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.

Skills

JIRA

GitLab

IT management tools

Troubleshooting

User access management

Cloud-based IT apps

Customer service

Documentation

Education

Associate’s degree in IT/CS or related field

3 years IT support experience

Desirable: CompTIA A+, ITIL, or Modern Desktop Administrator

Tools

Remote desktop

Incident response

Job description

Prescient Edge is seeking aHelp Desk Support Engineerto support a federal government client.

Please note that the availability of this position is contingent upon.

At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyone's success. To that end, we provide employees with a best-in-class benefits package that includes:

• A competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule. Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

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.

Job Requirements

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

Education:

• An Associate’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.
• Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.

Security clearance:

• Must be a US citizen and able to obtain a clearance

Location:

Prescient Edge is a Veteran-Owned Small Business (VOSB) founded as a counterintelligence (CI) and Human Intelligence (HUMINT) company in 2008. We are a global operations and solutions integrator delivering full-spectrum intelligence analysis support, training, security, and RD&E support solutions to the Department of Defense and throughout the intelligence community. Prescient Edge is an Equal Opportunity Employer (EEO). All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic that is protected by law. We strive to foster equity and inclusion throughout our organization because we believe that diversity of thought is critical for creating a safe and engaging work environment while also enabling the organization’s success.