Help Desk Support Engineer

Job Description:

• Provide technical assistance and support to end users by troubleshooting software issues and resolving access problems.
• Support IT management tools and systems, including JIRA and GitLab, to ensure prompt issue resolution.
• Deliver user training and support cloud-based applications and IT service operations.

Essential Job Duties:

• Establish a structured workflow for tracking SLA adherence with automated notifications and escalation procedures.
• Submit the Quarterly Ticketing & Version Control Optimization Review to assess performance and recommend improvements.
• Provide remote desktop support and assist in incident response activities.

Qualifications:

• Associate’s degree in IT or related field, or three years equivalent experience.
• Demonstrated experience in resolving user access issues and troubleshooting software functionality.
• Experience with IT help desk ticketing systems and providing technical training.

Additional Information:

• Work is performed remotely with a strong internet connection required.
• A quiet workspace free from interruptions and background noise is necessary.
• All interested individuals will receive consideration without discrimination.