Help Desk Support Engineer
Job Description
Help Desk Support Engineer position with Prescient Edge Federal supporting a federal government client.
Responsibilities
- Deliver technical support and user training for JIRA and GitLab, ensuring smooth adoption and timely issue resolution.
- Design and enforce a structured SLA tracking workflow within JIRA, including automated notifications and escalation paths.
- Prepare and submit the Quarterly Ticketing and Version Control Optimization Review, evaluating ticket resolution performance, workflow bottlenecks, and recommended improvements.
Requirements
- Proficient in providing technical support for JIRA, GitLab, and other IT management tools; skilled in troubleshooting software issues, managing user access, and supporting cloud-based applications.
- Strong customer service and documentation skills.
- Experience resolving user access issues, troubleshooting software functionality, and delivering technical training.
- Experience with IT help desk ticketing systems, remote desktop support, and incident response.
- Educational requirement: Associate’s degree.
Technologies
- JIRA
- GitLab
Benefits
- Competitive salary with performance bonus opportunities.
- Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
- Substantial retirement plan with no vesting schedule.
- Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
- Positive work environment where employees are respected, supported, and engaged.
Security Clearance
- Must be a US citizen and able to obtain a clearance.
Location
Doral, Florida. USSOUTHCOM Headquarters (onsite).
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