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Junior Engineer – Tier 1 Helpdesk Support
Defense UnicornsJunior Engineer providing Tier 1 helpdesk support for end users in a cloud-based platform. Collaborating with engineers to build technical depth in Kubernetes, AWS, and CI/CD pipelines.
Tech Stack
Tools & technologiesAWSCloudKubernetesLinuxMacOS
About the role
Key responsibilities & impact- Serve as the primary point of contact for Tier 1 end-user support across the platform environment, triaging issues and resolving or escalating as appropriate
- Handle user permissions and access requests for mission applications
- Troubleshoot device usage issues and general application access problems
- Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team
- Manage day-to-day ticket flow using JIRA Service Management and participate in the on-call rotation
- Develop and maintain internal documentation, runbooks, playbooks, and triage procedures to formalize Tier 1 processes
- Contribute to platform homepage and user-facing documentation, including support contact information and links to guides
- Define and maintain clear Tier 1 scope boundaries and escalation criteria in coordination with Tier 2 engineering teams
- Pair with senior engineers during lower-volume periods to build technical depth in Kubernetes, AWS, CI/CD pipelines, and SRE practices with the platform.
- Support documentation efforts for platform User and Admin guides
Requirements
What you’ll need- Experience in an IT help desk, system administration, or IT operations role
- Familiarity with ticketing systems such as JIRA Service Management or similar
- Experience with macOS, Windows, or Linux administration
- Basic understanding of cloud environments (AWS preferred) and willingness to learn Kubernetes, containerized applications, and CI/CD pipelines
- US citizenship required; must be eligible for CUI access
- Ability to meet IAT Level II certification requirements (e.g., Security+ CE) within a defined timeline, or already certified at IAT II–III
- Ability to collaborate effectively with cross-functional teams in a remote, asynchronous environment
- Strong triage instincts – able to assess, categorize, and route issues efficiently even in an environment with limited existing documentation
- Proactive mindset with a willingness to build processes and documentation from the ground up
Benefits
Comp & perks- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Savings Account
- Life Insurance
- Disability Insurance
- 401k Retirement Plan
- Company Stock Options
- Home Office Budget
- Flexible Time Off (FTO)
- Paid Parental Leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT help desksystem administrationIT operationsmacOS administrationWindows administrationLinux administrationcloud environmentsKubernetesCI/CD pipelinesSRE practices
Soft Skills
collaborationtriage instinctsproactive mindsetdocumentation skills
Certifications
IAT Level IISecurity+ CE