Help Desk Support Engineer
SOSi
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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Tech Stack
About the role
- Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
- Establish a structured workflow for tracking Service Level Agreement (SLA) adherence, integrating automated notifications and escalation procedures within JIRA.
- Submit the Quarterly Ticketing & Version Control Optimization Review, assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.
Requirements
- Associate’s degree in Information Technology, Computer Science, or a related field OR three (3) years of equivalent experience in IT support
- Demonstrated experience resolving user access issues.
- Experience troubleshooting software functionality and system issues.
- Experience providing technical training to users.
- Experience using IT help desk ticketing systems.
- Experience providing remote desktop support.
- Experience supporting incident response activities.
- Proficiency in troubleshooting software issues and managing user access.
- Experience supporting cloud-based IT applications.
- Strong customer service and documentation skills.
- Desired Qualifications: CompTIA A+ certification.
- ITIL Foundation Certification.
- Microsoft Certified: Modern Desktop Administrator Associate certification.
- Experience supporting JIRA, GitLab, or similar IT management tools.
Benefits
- Working conditions: The work to be performed remotely
- Must have strong internet connection
- Quiet workspace free from interruptions and background noise
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingtechnical supportuser access managementremote desktop supportincident responsecloud-based applicationsticketing systemsworkflow optimizationSLA adherencesoftware functionality
Soft Skills
customer servicedocumentationtrainingcommunication
Certifications
CompTIA A+ITIL FoundationMicrosoft Certified: Modern Desktop Administrator Associate