WO-013 Help Desk Support Engineer

The Help Desk Support Engineer supports mission-critical objectives under the referenced work order by providing technical support for JIRA, GitLab, and other IT management tools ensuring users receive prompt issue resolution and training. This role establishes structured workflows for tracking SLA adherence and provides technical assistance to end-users across all program work orders., * The Help Desk Support Engineer is responsible for providing technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.

• The position requires establishing a structured workflow for tracking service level agreement (SLA) adherence, integrating automated notifications and escalation procedures within JIRA.
• Engineers will resolve user access issues and troubleshoot software functionality.
• The role includes submitting the Quarterly Ticketing & Version Control Optimization Review assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.

The contractor shall provide personnel who meet one of the following requirements:

• Associate’s degree in Information Technology, Computer Science, or a related field; or
• A minimum of three (3) years of professional experience in IT support.

Candidates must have demonstrated experience in the following areas:

• Troubleshooting software issues and user access management.
• Working with IT help desk ticketing systems (JIRA, ServiceNow).
• Providing remote desktop support and incident response.
• User training and technical assistance for enterprise applications.
• SLA tracking and escalation procedures.

Required Skills and Competencies

• Expertise in troubleshooting software issues and user access management.
• Working knowledge of IT help desk ticketing systems and customer service best practices.
• Proficiency in remote desktop support and incident response procedures.
• Strong communication and training skills to support end-user adoption.
• Ability to acknowledge training or troubleshooting requests within 4 business hours and resolve standard issues within 3 business days., * Associate’s degree in a relevant field, or an equivalent combination of education and experience.
• CompTIA A+ (Preferred, Not Required)
• ITIL Foundation Certification (Preferred, Not Required)
• Microsoft Certified: Modern Desktop Administrator Associate (Preferred, Not Required)

Clearance Requirement

• No clearance required for off-site duty location, or the ability to obtain and maintain the required clearance as specified by the program