Help Desk Support Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver technical support and assistance to end users by diagnosing software problems, resolving access issues, and aiding in the management of IT systems and tools.

• Ensure timely resolution of issues, provide user training, and assist with cloud-based applications and IT service operations.

• Offer technical support and training for JIRA and GitLab end-users to facilitate effective system adoption and problem-solving.

• Create a systematic approach for monitoring Service Level Agreement (SLA) compliance, incorporating automated alerts and escalation processes in JIRA.

• Compile the Quarterly Ticketing & Version Control Optimization Review, evaluating ticket resolution effectiveness, workflow challenges, and suggesting process enhancements.

⛳️ Requirements

• An Associate’s degree in Information Technology, Computer Science, or a related discipline OR three (3) years of equivalent IT support experience.

• Proven experience in resolving user access challenges.

• Background in troubleshooting software functionality and system-related issues.

• Experience in delivering technical training to users.

• Familiarity with IT help desk ticketing systems.

• Competence in providing remote desktop support.

• Involvement in supporting incident response initiatives.

• Expertise in troubleshooting software issues and managing user access.

• Experience in supporting cloud-based IT applications.

• Strong skills in customer service and documentation.

🏝️ Benefits

• The opportunity to work remotely.

• A reliable internet connection is required.

• A quiet workspace free from distractions and background noise.