Help Desk Support Engineer

SOSi; Town of Florida (NY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

A leading defense technology firm is seeking a Help Desk Support Engineer to provide technical assistance remotely. This role involves troubleshooting software issues, training users on IT management tools like JIRA and GitLab, and ensuring effective response to incidents. Candidates must have an Associate’s degree in IT or three years of relevant experience, along with strong customer service skills. Certifications such as CompTIA A+ and ITIL are preferred. This position is contingent upon contract award.

Qualifications

• Administer support for cloud-based IT applications.
• Proven experience resolving user access issues.
• Experience providing technical training to end users.

Responsibilities

• Provide technical assistance and support to end users.
• Troubleshoot software issues and resolve access problems.
• Deliver user training for JIRA and GitLab.

Skills

Troubleshooting software issues

Technical training

Customer service

Documentation skills

Experience with JIRA

Experience with GitLab

Education

Associate’s degree in IT or related field

Three years of equivalent experience in IT support

Tools

JIRA

GitLab

Job description

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.

Job Description

**This position is contingent upon contract award**

SOSi is seeking a Help Desk Support Engineer to provide technical assistance and support to end users by troubleshooting software issues, resolving access problems, and supporting IT management tools and systems. This role ensures prompt issue resolution, delivers user training, and supports cloud-based applications and IT service operations.

• Providetechnical 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.

Qualifications

Minimum Qualifications:

• Associate’s degree in Information Technology, Computer Science, or a related field OR three (3) years of equivalent experience in IT support.
• Demonstrated experience resolving user access issues.
• Experience troubleshooting software functionality and system issues.
• Experience providing technical training to users.
• Experience supporting incident response activities.
• Proficiency in troubleshooting software issues and managing user access.
• Experience supporting cloud-based IT applications.
• Strong customer service and documentation skills.

Desired Qualifications:

• CompTIA A+ certification.
• ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate certification.
• Experience supporting JIRA, GitLab, or similar IT management tools.

Additional Information

Working Conditions:

• The work to be performed remotely
• Must have strong internet connection
• Quit workspace free from interruptions and background noise

Working at SOSi:

All interested individuals will receive consideration and will not be discriminated against for any reason.