What are the responsibilities and job description for the Help Desk Support Engineer position at Second-61 LLC?
Description
Second-61: We are Vigilant Defenders. Our foundation is built upon patriotism, protecting what matters most. We honor each other, our community, our country, and our customers through exceptional services as their front-line defenders.
Position Description: Help Desk Support Engineer – Contingent Pipeline Opportunity – We’re building a talent pipeline for upcoming U.S. Government defense IT and analytics support roles. Opportunities are contingent upon task order awards and funding under existing contracts.
Location: Remote
Responsibilities:
- Provide technical support for JIRA, GitLab, and other IT management tools
- Troubleshoot software issues and resolve user access problems
- Assist users with cloud-based applications and tools
- Respond to tickets and maintain timely issue resolution
- Provide training and guidance to end users on system functionality
- Document support cases, solutions, and best practices
- Escalate complex issues to senior technical staff when needed
- Support incident response and system maintenance activities
Requirements
- Associate’s degree in Information Technology, Computer Science, or related field
OR 3 (three) years of equivalent experience in IT support - Experience troubleshooting software issues and managing user access
- Experience with IT help desk ticketing systems and remote support
- Familiarity with cloud-based IT applications and platforms
- Strong customer service, communication, and documentation skills
Desired Skills and Experience:
- Experience supporting enterprise IT tools such as JIRA or GitLab
- Experience in a federal or regulated environment
- Experience providing end-user training or creating user guides
- Experience with incident response and escalation procedures
Certifications:
- Required: None
- Preferred: CompTIA A , ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate
Clearance Requirement:
- Candidate must be a U.S. citizen with the ability to pass a standard background check and drug screening.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.