Help Desk Support Engineer
Lensa
Job Overview
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Job Description
Company Description
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Description
This position is contingent upon contract award. SOSi is seeking a Help Desk Support Engineer to provide technical assistance and support to end users by troubleshooting software issues, resolving access problems, and supporting IT management tools and systems. This role ensures prompt issue resolution, delivers user training, and supports cloud-based applications and IT service operations.
Essential Job Duties
- 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.
Qualifications
Minimum Qualifications:
- 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.
Working Conditions
- The work to be performed remotely.
- Must have strong internet connection.
- Quiet workspace free from interruptions and background noise.
Key skills/competency
- Technical Support
- Help Desk
- Troubleshooting
- JIRA
- GitLab
- User Access Management
- Remote Desktop Support
- Cloud Applications
- IT Service Management (ITSM)
- SLA Tracking
How to Get Hired at Lensa
- Research SOSi's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Customize your resume to highlight experience in help desk support, troubleshooting, and IT management tools like JIRA/GitLab, using keywords from the Help Desk Support Engineer job description.
- Showcase problem-solving skills: Prepare to discuss specific examples of resolving complex technical issues and providing effective user training.
- Highlight remote work readiness: Emphasize your ability to work independently in a remote setting and maintain strong communication.
- Certifications matter: If you have CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator certifications, ensure they are prominently displayed.
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