Systems Engineer - TS/SCI w/ Poly | Help Desk Lead

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

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.