Help Desk Support Engineer

Job not on LinkedIn

🕒 February 25

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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SOSi

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1989

🏛️ Government

🤖 Artificial Intelligence

🔒 Cybersecurity

Government • Artificial Intelligence • Cybersecurity

SOSi is a government-focused defense and intelligence contractor that delivers mission-critical digital infrastructure, AI/ML, cyber, cloud, and intelligence services to the U. S. Army and other government agencies. The company provides solutions across software development, DevSecOps, ISR integration, data science, logistics, language and human services, training, and operations & maintenance to enable secure communications, advanced analytics, and operational effectiveness for U. S. and allied forces.

📋 Description

• 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