Help Desk Support Engineer

Position Summary

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.

This future opportunity is contingent upon award.

Job Description

• 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.

Required Qualifications and Experience

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

• Associates 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.

Education

• Associates 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

• The ability to obtain and maintain the required clearance as specified by the program.

Endurion complies with all Equal Employment Opportunity (EEO) requirements. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other legally protected characteristic. Endurion will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need assistance or an accommodation due to a disability please contact us at.

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all responsibilities duties and skills required. Management retains the discretion to add to or modify the duties of the position at any time. Employment with Endurion is at-will meaning that either the employee or the employer may terminate the employment relationship at any time with or without cause or advance notice provided it does not violate applicable law.