Junior Engineer - Tier 1 Helpdesk Support

📋 Description

• Primary Tier 1 end-user support across the platform, triaging issues and escalating as needed
• Manage user access requests and permissions for mission apps
• Troubleshoot device usage issues and app access problems
• Triage tickets for pipelines, dashboards, and log investigations
• Manage daily tickets with JIRA Service Management; participate in on-call rotation
• Develop and maintain internal docs, runbooks, triage procedures

🎯 Requirements

• Experience in an IT help desk, system administration, or IT operations role
• Familiar with ticketing systems such as JIRA Service Management or similar
• Experience with macOS, Windows, or Linux administration
• Basic understanding of cloud environments (AWS) and willingness to learn Kubernetes, containers, CI/CD
• US citizenship required; must be eligible for CUI access
• Meet IAT Level II certification requirements (e.g., Security+ CE) or already IAT II–III

🎁 Benefits

• Medical/Dental/Vision; premiums 100% paid
• Health Savings Account; Life & Disability Insurance
• 401k; Company Stock Options; Home Office Budget
• Flexible Time Off with Federal Holidays and year-end leave
• Paid Parental Leave
• Training reimbursements; Conferences (travel, lodging, fees)