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