Help Desk Support Engineer

About Us
Venatore is a woman-owned small business headquartered in Tampa, Florida, providing mission-driven technology and professional services to federal defense and civilian agencies. We deliver expertise in information technology, engineering, logistics, and program support to help our clients achieve operational excellence and mission success.

About the Job
The Help Desk Support Engineer provides frontline technical support for users supporting U.S. Southern Command, with a primary focus on JIRA, GitLab, and related IT service management tools. This role ensures timely issue resolution, effective user onboarding, and consistent service delivery aligned with defined Service Level Agreements (SLAs). The position is performed remotely and requires close coordination with technical teams and end users to maintain operational efficiency and user satisfaction. U.S. citizenship and the ability to access U.S. military installations are required; while no clearance is mandatory, a Secret or higher clearance is preferred.

Responsibilities
End-User Support & Training

• Provide technical support for JIRA, GitLab, and related IT management tools, ensuring prompt resolution of user issues.
• Deliver user training and guidance to support effective system adoption and proper tool usage.
• Resolve user access issues, troubleshoot software functionality, and support cloud-based IT applications.

Ticketing, SLA & Workflow Management

• Manage and resolve help desk tickets using IT service management and ticketing systems.
• Establish and maintain structured workflows to track Service Level Agreement (SLA) adherence within JIRA.
• Configure automated notifications, escalation procedures, and status tracking to ensure timely issue resolution.

Incident Response & Documentation

• Provide remote desktop support and assist with incident response activities as required.
• Document issues, resolutions, and procedures clearly to support knowledge sharing and continuous improvement.
• Maintain accurate records of support activities and user interactions.

Coordination & Task Management

• Coordinate with technical teams to escalate complex issues and support system improvements.
• Manage and prioritize multiple tasks and support requests in a fast-paced operational environment.
• Support mission partners and stakeholders with a strong customer service focus.

Required Qualifications

• Associate’s degree in Information Technology, Computer Science, or three (3) years of equivalent experience in IT support.
• Demonstrated experience resolving user access issues, troubleshooting software functionality, managing user accounts, and supporting cloud-based applications.
• Demonstrated experience with IT help desk ticketing systems, remote desktop support, and incident response.
• Strong customer service, communication, and technical documentation skills.
• Ability to manage and prioritize complex project tasks.
• Ability to travel approximately 5–15%, as required.
• U.S. citizenship and ability to successfully pass a background check for access to U.S. military bases.

Preferred Qualifications

• CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate certification.
• Experience supporting government IT programs and operating in regulated environments.
• Portuguese or Spanish language proficiency.
• Active or prior Secret or higher security clearance.