Help Desk Support Engineer

• 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.

• 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. Personnel must be proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
• Strong customer service and documentation skills are required.
• Personnel must have 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.

Education:

• An Associate’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.
• Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.

Security clearance:

• Must be a US citizen and able to obtain a clearance

At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyone’s success. To that end, we provide employees with a best-in-class benefits package that includes:

• 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.