System Engineer

Shield Consulting Solutions, Inc.; Maryland; Presencial; USD 200.000 - 250.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO 25 days

11 paid holidays

Health insurance for employees and 1+

401(k) employer match 8%

Descripción de la vacante

Shield Consulting Solutions, Inc. is seeking a Help Desk lead to manage Jira tickets for data-management tools and provide Tier 1/2 support.

You will collaborate with system and software engineers and external teams to resolve issues, document changes in Jira, and maintain Confluence documentation. Lead responsibilities include coordinating deployments, upgrades, and security patches, plus delivering regular operational metrics to stakeholders.

Formación

• Demonstrated ability to operate as a self-starter with strong verbal and written communication.
• Provide Tier 1/2 support for IT systems, troubleshooting and issue resolution.
• Experience with Jira and Confluence for ticketing and documentation.

Responsabilidades

• Manage full lifecycle of Jira tickets (prioritization, assignment, tracking, closure).
• Coordinate software deployments, system upgrades, and security patches.
• Generate weekly and monthly performance, incident, and operational metrics.

Conocimientos

Self-starter

Verbal communication

Written communication

Customer facing

Educación

Bachelor’s degree in technical discipline

Herramientas

Jira

Confluence

Descripción del empleo

**Active TS/SCI w/Polygraph REQUIRED** Please do not apply if you do not currently possess this level of clearance.

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Telework: None

Basic Requirements

• Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
• Bachelor’s degree in technical discipline from an accredited college or university is required
• Five (5) years of additional systems engineering experience may be substituted for a bachelor’s degree

Project Description

• The team supports a suite of web-based applications that automate data management for IC data custodians. The products facilitate the capture of information and approvals that allow for the movement of data through the customer mission space in a compliant manner. These products are critical to standardize and simplify data movement as well as data reuse and integration with downstream tools.

Job Description

• The team is looking for a Help Desk lead who can manage project help desk Jira tickets from customers seeking product support. Ideal candidate will provide support for a suite of Data Management tools, including user access management, change requests, and real-time troubleshooting of technical issues.
• Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create, update, and maintain both internal and customer-facing documentation in Confluence.
• Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow-up, and closure.
• Coordinate software deployments, system upgrades, and security patches.
• Participate in internal and customer meetings to provide updates, gather requirements, and ensure alignment on priorities. Generate and deliver weekly and monthly performance, incident, and operational metrics.

Highly Desired Skills

• Demonstrated ability to operate as a self-starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users
• Provide support to IT systems, including day-to-day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers
• Experience with Jira and Confluence

Salary: $200,000 - $250,000 annually

Excellent benefits package including 25 days PTO, 11 paid holidays, 100% employer-paid healthcare for employees and dependents - available day 1, 8% 401(k) employer match - immediate vesting.

Disclaimer: The salary range provided is an estimate based on current market conditions and may be adjusted based on factors such as experience, skills, and qualifications. The final salary offer will be determined after a thorough review of the candidate's background and alignment with the role. Please note that this range is subject to change and should be considered as a guideline rather than a definitive figure.

Shield Consulting Solutions is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

This is a full time position