Help Desk Support Engineer - Jr

Nalley Consulting • Doral, FL

1d • Hybrid

About The Position

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.
• Knowledge and capability to provide technical support for JIRA, GitLab, and other IT management tools.
• Proficiency in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
• Strong customer service and documentation skills.
• 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.

Nice To Haves

• CompTIA A+ certification
• ITIL Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate

Responsibilities

• Provide technical support and training for end-users of JIRA and GitLab.
• Ensure efficient system adoption and issue resolution.
• Establish a structured workflow for tracking Service Level Agreement (SLA) adherence.
• Integrate automated notifications and escalation procedures within JIRA.
• Submit the Quarterly Ticketing & Version Control Optimization Review.
• Assess ticket resolution performance, workflow inefficiencies, and recommended process improvements.

Benefits

• Excellent medical, dental, and vision benefits
• PTO
• 11 paid federal holidays
• Tuition assistance
• Paid military-reserve leave
• Paid parental leave for birth or adoption
• 401k matching up to 5 percent of the base salary
• Flex time
• Company-paid short-term disability, long-term disability, and life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree