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Atlassian Jira Support Jobs

3 jobs found

Today

Senior Helpdesk Engineer

Blend United States

United States

Today

$90k - $106k/yr Full time Senior Atlassian Jira Automation

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Job Description

Blend is seeking a Senior Helpdesk Engineer to own escalations and Helpdesk-driven projects end to end, with a focus on automation and AI-assisted resolutions for recurring issues.

Responsibilities

Own escalations that go beyond Tier 1 and take Helpdesk-driven projects through completion, especially AI-and-automation-first initiatives that get derailed by day-to-day capacity
Spot recurring ticket patterns and convert them into automated or AI-assisted resolutions such as self-service, agentic triage, and workflow automation (for example, Workato) instead of repeating manual fixes
Propose and prototype new automation and AI approaches for Helpdesk work, contributing ideas proactively
Continuously assess what can shift from “human resolves” to “system resolves with a human backstop,” and help build that path
Document automated processes so improvements remain maintainable beyond the current owner
Serve as the escalation point for tickets exceeding Tier 1 scope, including deeper troubleshooting, ambiguous root causes, and cross-system issues
Investigate unfamiliar problems independently by reading documentation, testing hypotheses, and engaging the right internal owner when truly blocked, aiming for real resolutions instead of workarounds
Keep fixes durable by documenting solutions to prevent repeated rework from scratch
Own Helpdesk-driven projects end to end, including scoping, planning, execution, and closure, covering tooling rollouts, fleet or identity initiatives, and cross-team requests
Balance queue support and project work based on Helpdesk capacity needs during the week, ensuring neither workstream drops

Requirements

5+ years of IT support experience, including substantial time working past Tier 1
Experience handling escalations and carrying at least one real project from kickoff to done (not limited to following a runbook)
Self-learning mindset: when encountering unfamiliar issues, research, form hypotheses, and test them
Genuine curiosity about AI and automation tooling
Comfort owning ambiguity and switching between queue work and project work without losing track of both
Hands-on experience with a modern endpoint/identity stack (JAMF, Intune, Okta, or comparable) and a modern ITSM (Freshservice, Zendesk, Jira Service Management)
Strong macOS and Windows troubleshooting fundamentals plus endpoint-level networking knowledge (DNS, DHCP, VPN, Wi-Fi)
Senior peer presence: ability to drive projects without close supervision and to give or receive direct feedback with teammates and stakeholders
Clear communicator with comfort working async with distributed teammates across the US, India, Mexico, and Spain
Comfort in a Google Workspace-first environment and working familiarity with Confluence for documentation

Technologies

Workato, Zapier, n8n
JAMF, Intune, Okta
Freshservice, Zendesk, Jira Service Management
macOS, Windows
DNS, DHCP, VPN, Wi-Fi
Google Workspace, Confluence
Bash, Python, PowerShell

Benefits

Medical, dental, and vision benefits with generous employer contribution
Company-paid life, short-term, and long-term disability coverage
Generous PTO, holidays, and maternity/parental leave
Employee Assistance Program (EAP) covering mental health, legal, childcare & eldercare, financial planning, college search, and more
Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal insurance
Monthly wellness stipend for fitness, mental health, and well-being
Additional perks: Milk Stork, pet insurance, and paid volunteer time off
401(k) retirement plan with company match
Pre-tax savings: healthcare & dependent care FSAs, Limited Purpose FSA, and HSA

Bonus Points

Hands-on experience with workflow automation platforms (Workato, Zapier, n8n, or similar)
Experience building or supporting AI-assisted support tooling such as ticket triage, auto-response drafting, internal copilots, and agentic workflows
Scripting fundamentals (Bash, Python, PowerShell)
Background in fintech, banking, or another regulated industry (SOX, SOC 2)
Experience supporting a multi-region, distributed workforce

Compensation

Base salary range: $90,000 to $106,000 per year
Bonus: Eligibility depends on company performance against established goals and individual performance objectives
Equity: Meaningful Restricted Stock Units in public company stock (NYSE: BLND)

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1d ago

Help Desk Supervisor

ASRC Federal Huntsville, AL

Huntsville, AL

1d ago

Full time Manager Active Directory Atlassian Jira

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Job Description

Support ASRC Federal Technology Solutions by leading multi-site help desk operations and driving reliable Tier 1 and Tier 2 desktop support.

Responsibilities

Supervise, coach, and mentor a team of 15 geographically dispersed help desk professionals
Manage scheduling, ticket assignments, workload balancing, and personnel performance
Run regular team meetings, training sessions, and professional development activities
Maintain a culture centered on responsiveness, customer satisfaction, and accountability
Oversee daily operations of multi-site help desk support across multiple Army Contracting Command (ACC) locations
Direct Tier 1 and Tier 2 desktop support operations, including:
- Lifecycle management
- Mobile and printer support
- Patching
- Service management performance
Monitor ticket queues, SLAs, and customer satisfaction metrics
Ensure timely escalation and resolution of technical issues
Maintain SOPs, knowledge base articles, and support documentation
Identify opportunities to improve support processes and reduce incident volume
Implement ITIL-aligned best practices for request fulfillment and incident management
Collaborate with security, systems, and network teams to address recurring issues
Recommend and support improvements to help desk tools and automation
Serve as the primary liaison between the help desk team and IT leadership
Provide weekly and monthly performance reports, SLA dashboards, and trend analyses
Communicate outages, service impacts, and recovery updates to stakeholders

Requirements

5+ years of experience in help desk, IT support, or service management roles
Proven leadership or supervisory experience, ideally managing remote teams
Strong communication, organizational, and customer service skills
Experience using ITSM ticketing systems such as ServiceNow, Remedy, or Jira Service Management
Ability to troubleshoot basic hardware, software, and network issues
Bachelor’s degree in a related field from an accredited institution

Technologies

ServiceNow
Remedy
Jira Service Management
Windows 10/11
iOS
MiFi
Microsoft Entra ID (Azure AD)
Microsoft Intune
Microsoft 365
ITSM tools (e.g., ServiceNow)
ITIL

Benefits

Health care
Dental
Vision
Life insurance
401(k)
Education assistance
Paid time off including PTO
Holidays
Any other paid leave required by law

Additional Desired Skills

ITIL Foundation certification
Experience supporting federal, DoD, or large enterprise environments
Understanding of incident trends, metrics analysis, and SLA management
Experience developing SOPs or knowledge base content
Experience managing VTC solutions and codecs
Experience with Microsoft Teams Live Events

Clearance

SECRET Clearance

Certification

IAT Level II required (Security+ preferred)
Computing Environment Certification (example: MD-100 and MD-101 or MD-102) preferred

Work Environment

Full-time on-site role at Redstone Arsenal, AL

Location: Huntsville, AL (onsite)

Minimum Experience: 5 years

Education: Bachelor’s degree in a related field from an accredited institution

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1d ago

Service Desk Technician

General Dynamics Information Technology El Segundo, CA

El Segundo, CA

1d ago

$27 - $36/hr Full time Active Directory Application Support Atlassian Jira

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Job Description

Support users who keep mission-critical systems running. General Dynamics Information Technology is seeking a Service Desk Technician onsite in El Segundo, CA to provide network, desktop, and systems hardware and software support for the Department of Defense, intelligence community, and federal civilian agencies. You will work with Jira Service Management and DynaTrace, troubleshoot issues remotely and on-site, and maintain end-to-end ownership of incidents.

Why this role

401(k) with company match to help you plan for the future.
Comprehensive health and wellness packages.
Paid vacation and holidays so you can rest and recharge.
Professional growth through paid education and certifications.
Internal mobility support via an internal mobility team dedicated to helping you own your career.
Work with cutting-edge technology including Jira Service Management, DynaTrace, and Microsoft Active Directory.

Responsibilities

Provide technical support and troubleshooting for network, desktop, and/or systems hardware and software.
Assist with resolving hardware and software issues on laptops, thin clients, and peripherals.
Answer end-user questions via email, telephone, and instant messaging.
Identify problems through monitoring of Jira Service Management and DynaTrace portals.
Fulfill requests and provide troubleshooting support to on-site personnel at Los Angeles Air Force Base and to remote users across the US for network and system infrastructure, applications, and devices.
Record all work performed using Jira Service Management.
Input standardized data into maintenance software to support diagnosis, identification, isolation, problem analysis, and historical record compilation.
Route calls to the appropriate product line, application, or system support specialists.
Alert management to recurring issues and problem patterns.
Maintain incident ownership from start to finish.

Requirements

Positive customer service attitude.
Detailed technical problem-solving approach.
Excellent interpersonal communication skills.
Ability to lift and move objects up to 50 pounds, with or without reasonable accommodation.
Ability to move between work sites as required.
Technical training, certification(s), or degree, with 3+ years of experience.
Ability to obtain an Interim Secret Clearance within 3 months of hire; Secret clearance preferred.
Information Assurance Level II Certification (Security+).
U.S. citizenship required.
Location: Onsite at LAAFB (Los Angeles, CA).
Travel: up to 10%.

Tools and technologies

You will work with Jira Service Management, DynaTrace, Microsoft Active Directory, and Security+.

Clearance level: Secret

Requisition: RQ229870

Requisition type: Regular

Travel required: Less than 10%

Category: Technical Support Services

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