engineering
Posted 2 hours agoJunior Engineer - Tier 1 Helpdesk Support
Remote
Responsibilities
- Handle user permissions and access requests for mission applications
- Troubleshoot device usage issues and general application access problems
- Manage day-to-day ticket flow using JIRA Service Management and participate in the on-call rotation
- Develop and maintain internal documentation, runbooks, playbooks, and triage procedures to formalize Tier 1 processes
- Define and maintain clear Tier 1 scope boundaries and escalation criteria in coordination with Tier 2 engineering teams
- Support documentation efforts for platform User and Admin guides
- responsibilities are not exhaustive and additional
Requirements
- The helpdesk is your day-to-day foundation while you learn the platform environment, but the expectation is that you grow well beyond it.
- On slower days, you will pair with other engineers on the team to build technical depth in Kubernetes, AWS, containerized applications, CI/CD pipelines, and SRE practices.
- Pair with senior engineers during lower-volume periods to build technical depth in Kubernetes, AWS, CI/CD pipelines, and SRE practices with the platform.
- Experience in an IT help desk, system administration, or IT operations role
- Familiarity with ticketing systems such as JIRA Service Management or similar •
- Experience with macOS, Windows, or Linux administration
- Basic understanding of cloud environments (AWS preferred) and willingness to learn Kubernetes, containerized applications, and CI/CD pipelines
- US citizenship required; must be eligible for CUI access
- Ability to meet IAT Level II certification
- requirements (e.g., Security+ CE) within a defined timeline, or already certified at IAT II–III
- Ability to collaborate effectively with cross-functional teams in a remote, asynchronous environment
- Familiarity with Kubernetes, AWS, or containerized application environments •
- Experience supporting CI/CD pipelines (e.g., GitLab CI, GitHub Actions, Jenkins)
- Familiarity with NIST SP 800-171, NIST SP 800-53, or CMMC 2.0 framework and compliance requirements •
- Experience supporting or administering SIEM platforms, MDM solutions, or similar security tooling
- IAT Level II or III certification (Security+, CASP+, CISSP, or equivalent) already obtained •
- Experience writing technical documentation, runbooks, or standard operating procedures
- experience delivering technology programs across the federal market. What We Do
- We proudly support defense and civil agencies across the U.S. government and we work closely with the creators of leading-edge software solutions to deliver value to the mission-owner by improving the security and consumability of commercial software products. What We Work On Kubernetes
- Cloud Environments (AWS/GCP and Azure)
- Infrastructure-as-code (like Terraform/Pulumi)
- Building Kubernetes and cloud native applications
Benefits
- Full compensation packages are based on candidate experience.
- Compensation ranges are established using national benchmarking data and apply across all geographic locations within the United States.
- Remote - USA $102,000 — $138,000 USD Who We Are
- We share a vision of freedom and security for the advancement of progress and innovation.
- Our commitment to this vision, and to our mission-driven customers, means a commitment to speed, user
- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Savings Account Life Insurance
- Disability Insurance Financial:
- 401k Retirement Plan
- Home Office Budget Leave:
- We offer all full-time Unicorns Flexible Time Off (FTO) plus all Federal Holidays, one week for Thanksgiving, and two weeks for Christmas and New Year’s
- Paid Parental Leave Learning:
Additional details
- EMPLOYER IS A CONTRACTOR FOR THE U.S. GOVERNMENT. THIS POSITION WILL REQUIRE U.S. CITIZENSHIP. Role Description
- You will be the dedicated first line of support for end users across a cloud-based platform environment, handling user access requests, device troubleshooting, application issues, ticket triage, and log investigation.
- This role is designed with a deliberate growth trajectory.
- You should be someone who is curious, driven, and eager to expand your technical scope over time. Responsibilities
- Serve as the primary point of contact for Tier 1 end-user support across the platform environment, triaging issues and resolving or escalating as appropriate
- Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team
- Contribute to platform homepage and user-facing documentation, including support contact information and links to guides
- Defense Unicorns operates in a distributed remote environment, employee’s core hours will need to accommodate East Coast user/application team needs The listed
- responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is able to adapt and take on new responsibilities as they arise.
- Travel Expectations/Requirements: None Minimum Experience and