Help Desk Support Engineer

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for SOS International LLC. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. Remote, FL, USA Full-time FLSA Status: Exempt Clearance Requirement: None 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 DescriptionThis 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.

Additional InformationWorking Conditions:

• The work to be performed remotely
• Must have strong internet connection
• Quit workspace free from interruptions and background noise

Working At SOSi All interested individuals will receive consideration and will not be discriminated against for any reason. SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities. If you have questions about this posting, please contact support@lensa.com