Help Desk Support Engineer

Prescient Edge; Town of Florida (NY); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive salary with performancebon

Comprehensive healthcare benefits

Retirement plan with no vesting

Career development & training

Positive work environment

Job summary

Prescient Edge is seeking a Help Desk Support Engineer to support a federal government client, based in Doral, Florida. The role focuses on technical support for JIRA and GitLab, with emphasis on SLA adherence and efficient issue resolution.

The position requires strong customer service, documentation, and incident response experience, plus the ability to obtain a clearance as needed. A proactive training mindset and familiarity with IT management tools are valued.

Qualifications

• Associate degree or 3 years IT support experience.
• Desirable certifications: CompTIA A+, ITIL Foundation or Microsoft Modern Desktop Administrator.

Responsibilities

• Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
• Establish a structured SLA workflow with notifications and escalation in JIRA.
• Submit quarterly Ticketing & Version Control Optimization Review to assess performance and suggest improvements.

Skills

Technical support

Customer service

Documentation

Troubleshooting

Remote desktop support

Education

Associate degree in IT/CS or 3 years IT support

Tools

JIRA

GitLab

IT management tools

Remote support tools

Job description

Description

Prescient Edge is seeking a Help Desk Support Engineer to support a federal government client.

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

Benefits

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.

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

• Doral, Florida. (USSOUTHCOM Headquarters)