Help Desk Support Engineer
Lensa
Job Overview
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Job Description
About SOSi
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. They deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Summary
SOSi is seeking a Help Desk Support Engineer to provide essential technical assistance and support to end-users. This role focuses on troubleshooting software issues, resolving access problems, and managing IT systems and tools. The Help Desk Support Engineer will ensure prompt issue resolution, deliver effective user training, and support cloud-based applications and IT service operations, including specific tools like JIRA and GitLab.
Essential Job Duties
- Provide comprehensive technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and quick issue resolution.
- Establish and maintain a structured workflow for diligently tracking Service Level Agreement (SLA) adherence, integrating automated notifications and robust escalation procedures within JIRA.
- Prepare and submit the Quarterly Ticketing & Version Control Optimization Review, which involves assessing ticket resolution performance, identifying workflow inefficiencies, and recommending valuable 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 successfully resolving user access issues.
- Proven experience troubleshooting software functionality and system issues effectively.
- Experience providing technical training to users.
- Proficiency in using IT help desk ticketing systems.
- Experience providing remote desktop support.
- Experience supporting incident response activities.
- Strong customer service and thorough documentation skills.
- Experience supporting cloud-based IT applications.
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
This position is remote. Candidates must have a strong internet connection and a quiet workspace free from interruptions and background noise.
Key skills/competency
- Technical Support
- Help Desk
- Troubleshooting
- JIRA
- GitLab
- User Training
- SLA Management
- ITIL
- Cloud Applications
- Customer Service
How to Get Hired at Lensa
- Research SOSi's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to align your application with their vision.
- Tailor your resume for IT support: Customize your resume to highlight experience in help desk support, troubleshooting, JIRA, GitLab, and cloud applications, using keywords from the Help Desk Support Engineer job description.
- Showcase technical problem-solving: During interviews, articulate specific examples of resolving complex software issues, managing user access, and providing effective technical training for SOSi's Help Desk Support Engineer role.
- Emphasize customer service skills: Demonstrate your ability to provide exceptional customer support, communicate clearly, and document solutions thoroughly, which are crucial for this Help Desk Support Engineer position.
- Highlight relevant certifications: If you possess CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator certifications, ensure they are prominently featured on your resume and discussed during interviews.
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