Help Desk Support Engineer — JIRA & GitLab Expert

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

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.