Help Desk Support Engineer

SOSi

Help Desk Support Engineer providing technical assistance and support for end users in a remote setting at SOSi. Responsibilities include troubleshooting, training, and managing IT tools and systems.

Posted 6/30/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $41,852 - $77,723 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in providing technical support and training for end-users, particularly in JIRA and GitLab, while ensuring adherence to Service Level Agreements (SLA) and optimizing ticketing workflows. Strong ability to troubleshoot software issues and manage user access in cloud-based IT applications.

Highest-signal resume keywords

Technical SupportJIRA ProficiencyGitLab ProficiencyCloud-Based Application SupportUser Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Software IssuesUser Access ManagementIT Help Desk Ticketing SystemsRemote Desktop SupportIncident Response Support

Soft Skills

Customer ServiceDocumentation Skills

Certifications & Qualifications

Associate’s Degree in Information TechnologyAssociate’s Degree in Computer Science

Industry Keywords

Service Level Agreement (SLA)Technical AssistanceSoftware FunctionalityIT Management ToolsWorkflow Optimization

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide technical assistance and support to end users by troubleshooting software issues, resolving access problems, and supporting IT management tools and systems.
Ensure prompt issue resolution, delivers user training, and supports cloud-based applications and IT service operations.
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

What you’ll need

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.

Benefits

Comp & perks

The work to be performed remotely
Must have strong internet connection
Quiet workspace free from interruptions and background noise