SOSi

Compensation

Full Description

Job Description: • 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. Requirements: • Associate’s degree in Information Technology, Computer Science, or a related field OR three (3) years of equivalent experience in IT support • Demonstrated experience resolving user access issues. • Experience troubleshooting software functionality and system issues. • Experience providing technical training to users. • Experience using IT help desk ticketing systems. • Experience providing remote desktop support. • Experience supporting incident response activities. • Proficiency in troubleshooting software issues and managing user access. • Experience supporting cloud-based IT applications. • Strong customer service and documentation skills. • Desired Qualifications: CompTIA A+ certification. • ITIL Foundation Certification. • Microsoft Certified: Modern Desktop Administrator Associate certification. • Experience supporting JIRA, GitLab, or similar IT management tools. Benefits: • Working conditions: The work to be performed remotely • Must have strong internet connection • Quiet workspace free from interruptions and background noise