Remote Help Desk Engineer — SLA-Driven JIRA/GitLab Support

SOSi; United States; On-site; USD 37,666 - 46,037; Full time

Job summary

SOSi is seeking a Help Desk Support Engineer to provide technical assistance and support to end users by troubleshooting software issues and resolving access problems. This position will also support IT management tools and systems while ensuring prompt issue resolution and delivering user training.

The ideal candidate should have an Associate’s degree or equivalent experience in IT support, along with proficiency in JIRA and GitLab. The role is fully remote, requiring a strong internet connection and a quiet workspace.

Qualifications

• Experience troubleshooting user access issues.
• Experience providing remote desktop support.
• Proficiency in managing user access and cloud applications.

Responsibilities

• Provide technical support to end users by troubleshooting software issues.
• Deliver user training and support for IT management tools.
• Establish structured workflows for tracking SLA adherence.

Skills

Technical support

Troubleshooting software issues

User training

Using IT help desk ticketing systems

Customer service

Education

Associate’s degree in Information Technology or related field

Three years equivalent experience in IT support

Tools

JIRA

GitLab

Job description

SOSi is seeking a Help Desk Support Engineer to provide technical assistance and support to end users by troubleshooting software issues and resolving access problems. This position will also support IT management tools and systems while ensuring prompt issue resolution and delivering user training.

The ideal candidate should have an Associate’s degree or equivalent experience in IT support, along with proficiency in JIRA and GitLab. The role is fully remote, requiring a strong internet connection and a quiet workspace.