Help Desk Support Engineer

Prescient Edge • Doral, FL

4d • Onsite

About The Position

Prescient Edge is seeking a Help Desk Support Engineer to support a federal government client. This position is contingent upon contract award. The role involves providing technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution. A structured workflow for tracking Service Level Agreement (SLA) adherence will be established, integrating automated notifications and escalation procedures within JIRA. The position also requires submitting a Quarterly Ticketing & Version Control Optimization Review, assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.

Requirements

• 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.
• Proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
• Strong customer service and documentation skills are required.
• 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.
• Must be a US citizen and able to obtain a clearance.

Nice To Haves

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

Responsibilities

• 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.

Benefits

• A competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule.
• Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

What This Job Offers

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