Help Desk Support Engineer
**This position is contingent upon contract award**
SOSi is seeking a Help Desk Support Engineer to provide technical assistance and support to end users by troubleshooting software issues, resolving access problems, and supporting IT management tools and systems. This role ensures prompt issue resolution, delivers user training, and supports cloud-based applications and IT service operations.
Essential Job Duties:
- 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.
Qualifications
Minimum Qualifications:
- 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.
Additional Information
Working Conditions:
- The work to be performed remotely
- Must have strong internet connection
- Quit workspace free from interruptions and background noise
Working at SOSi:
All interested individuals will receive consideration and will not be discriminated against for any reason.