**This position is contingent upon contract award**
SOSi is seeking a Help Desk Support Engineer to provide technical assistance and support to end users by troubleshooting software issues, resolving access problems, and supporting IT management tools and systems. This role ensures prompt issue resolution, delivers user training, and supports cloud-based applications and IT service operations.
Essential Job Duties:
- Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
- Establish a structured workflow for tracking Service Level Agreement (SLA) adherence, integrating automated notifications and escalation procedures within JIRA
- Submit the Quarterly Ticketing & Version Control Optimization Review, assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.