Help Desk Support Engineer - Jr

NALLEY CONSULTING • Full-time • Doral, FL, US • 2d ago

Join the Nalley Consulting team at Southcom HQ.

Position: Help Desk Support Engineer
LCAT: Jr
Location: SOUTHCOM HQ, Doral, FL / Off-site
Office: U.S. SOUTHERN COMMAND J2

Required clearance: No

Required education: Associate’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.

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.

Required Experience:

Possess the knowledge and capability to provide technical support for JIRA, GitLab, and other IT management tools, ensuring users receive prompt issue resolution and training.
Must be proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
Strong customer service and documentation skills are required.
Must have demonstrated experience in resolving user access issues, troubleshooting software functionality, and providing technical training.
Experience with IT help desk ticketing systems, remote desktop support, and incident response is required.

Desired Qualifications:

Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.