remote
Help Desk Specialist - Alesig Consulting LLC
Software Engineer
First‑level IT support specialist for government agencies, resolving application, database, and network issues while managing tickets in JIRA and driving continuous service improvement.
About the role
Key Responsibilities
- Provide first‑level IT support to end users, troubleshooting issues with applications, databases, and network systems.
- Log, prioritize, and track support tickets in JIRA, ensuring timely status updates and resolution.
- Escalate complex technical problems to senior teams and coordinate resolution efforts.
- Maintain accurate documentation of support procedures and solutions.
- Contribute to continuous improvement of help desk processes and knowledge base.
Requirements
- Experience with Windows and Linux operating systems.
- Proficiency in using JIRA for ticket management.
- Solid understanding of networking fundamentals and database concepts.
- Strong communication skills and customer‑focused mindset.
- Ability to work independently and collaborate within a team environment.