Help Desk Support Engineer

Position Summary

The Help Desk Support Engineer supports mission-critical objectives under the referenced work order by providing technical support for JIRA, Git Lab, and other IT management tools. This role ensures timely issue resolution, effective user support, and technical training to enable efficient use of enterprise IT applications.

This future opportunity is contingent upon award.

• The Help Desk Support Engineer is responsible for providing front-line technical support to users across program environments. This includes troubleshooting software and application issues, resolving user access problems, and supporting cloud-based IT systems and collaboration tools.
• The role involves managing and responding to help desk tickets, providing remote desktop support, and documenting incidents, resolutions, and common issues. Personnel will also support user onboarding, training, and guidance for enterprise tools such as JIRA and Git Lab to improve user proficiency and reduce recurring issues.
• Additional responsibilities include supporting incident response activities, escalating issues as appropriate, and collaborating with system administrators and engineers to resolve complex technical problems. Strong customer service, communication, and documentation skills are essential to ensure a positive user experience and operational continuity.

The contractor shall provide personnel who meet one of the following requirements:

• Associates degree in Information Technology, Computer Science, or a related discipline;
  or
• A minimum of three (3) years of equivalent professional experience in IT support or help desk operations.

• Resolving user access and account-related issues.
• Troubleshooting software and application functionality.
• Providing technical training and user support.
• Managing help desk tickets and incident documentation.
• Supporting remote desktop and incident response activities.

• Proficiency in IT help desk and ticketing systems.
• Experience supporting cloud-based IT applications.
• Strong troubleshooting and problem-resolution skills.
• Strong customer service and communication abilities.
• Clear and thorough technical documentation skills.

• Associates degree in a related field, or an equivalent combination of education and relevant experience.
• CompTIA A+ (Preferred, Not Required)
• ITIL Foundation Certification (Preferred, Not Required)
• Microsoft Certified:
  Modern Desktop Administrator Associate

• An ability to obtain and maintain a clearance if needed.

Quiet Professionals is located in the Greater Tampa Bay Area. We provide innovative and sustainable solutions that enhance the operational effectiveness of our clients and partners.

QP is proud to be an equal opportunity, disability, and veteran employer. Our team of Quiet Professionals is highly driven, innovative, and results oriented. We empower our teams creativity, knowledge, and expertise to support client needs by fostering a diverse, inclusive, and supportive workplace. We understand that diversity fuels innovation and drives our success. We offer comprehensive benefits designed to serve the needs of our workforce.