Help Desk Support Engineer

Prescient Edge Federal is seeking a Help Desk Support Engineer to support a federal government client onsite in Doral, FL. In this role, you will deliver technical support and training for JIRA and GitLab, oversee SLA workflows in JIRA, and contribute to quarterly reviews aimed at improving ticketing and version control processes.

Responsibilities

• Deliver technical support and training to end users of JIRA and GitLab, enabling smooth adoption and timely issue resolution.
• Design and implement a formal SLA tracking workflow in JIRA, including automated alerts and escalation paths.
• Prepare and submit the Quarterly Ticketing and Version Control Optimization Review to evaluate resolution performance, identify workflow bottlenecks, and propose enhancements.

Requirements

• Strong ability to support JIRA, GitLab, and other IT management tools, delivering prompt issue resolution and user training; proficient in troubleshooting software issues, managing user access, and supporting cloud-based IT applications.
• Strong customer-service mindset and solid documentation skills.
• Proven experience 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.

Technologies

• JIRA
• GitLab

Benefits

• Competitive salary with potential performance bonuses.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• Generous retirement plan with no vesting period.
• Opportunities for career development, including on-the-job training, tuition reimbursement, and networking.
• A respectful, supportive, and engaging work environment.

Security Clearance

U.S. citizenship and ability to obtain a security clearance.

Education

Associate’s degree.

Location

Doral, Florida (USSOUTHCOM Headquarters).