SLA-Driven Jira & GitLab Help Desk Engineer

Endurion; Tampa (FL); On-site; USD 38,000 - 65,000; Full time

Job summary

Endurion is seeking a Help Desk Support Engineer to deliver technical support and end-user training for JIRA, GitLab, and related IT tools. The role focuses on establishing SLA tracking workflows and providing timely access support across program work orders.

The position involves troubleshooting software issues, user access management, and contributing to process improvements through quarterly reviews. Some assignments may depend on program awards and approvals.

Qualifications

• Associate's degree in Information Technology or Computer Science, or equivalent experience.
• 3+ years of professional IT support experience.
• Experience troubleshooting software issues and user access management.
• Familiarity with IT help desk ticketing systems (JIRA, ServiceNow).

Responsibilities

• Provide technical support and training for end-users of JIRA and GitLab to ensure adoption and issue resolution.
• Establish structured workflows to track SLA adherence with automated notifications and escalations.
• Resolve user access issues and troubleshoot software functionality.
• Prepare and submit the Quarterly Ticketing & Version Control Optimization Review to assess performance and recommend improvements.

Skills

Troubleshooting issues

User access management

IT help desk ticketing

Remote desktop support

SLA tracking & escalation

Education

Associate's degree in IT/CS

CompTIA A+ (Preferred)

ITIL Foundation Certification (Preferred)

Microsoft Modern Desktop Administrator Associate (Preferred)

Tools

JIRA

ServiceNow

Job description

Endurion is seeking a Help Desk Support Engineer to deliver technical support and end-user training for JIRA, GitLab, and related IT tools. The role focuses on establishing SLA tracking workflows and providing timely access support across program work orders.

The position involves troubleshooting software issues, user access management, and contributing to process improvements through quarterly reviews. Some assignments may depend on program awards and approvals.