Defense Unicorns - Junior Engineer - Tier 1 Helpdesk Support
Requirements
• 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 • Strong triage instincts – able to assess, categorize, and route issues efficiently even in an environment with limited existing documentation • Proactive mindset with a willingness to build processes and documentation from the ground up • Defense contractor or government IT experience • 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
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 • Handle user permissions and access requests for mission applications • Troubleshoot device usage issues and general application access problems • Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team • 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 • Contribute to platform homepage and user-facing documentation, including support contact information and links to guides • Define and maintain clear Tier 1 scope boundaries and escalation criteria in coordination with Tier 2 engineering teams • Pair with senior engineers during lower-volume periods to build technical depth in Kubernetes, AWS, CI/CD pipelines, and SRE practices with the platform. • Support documentation efforts for platform User and Admin 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 are not exhaustive and additional 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.
Benefits
• Health: • Medical/Dental/Vision • Premiums are 100% Company Paid • Health Savings Account • Disability Insurance • Financial: • 401k Retirement Plan • Company Stock Options • 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: • Reimbursement for approved trainings/subscriptions • Conferences (travel, lodging, and fees) • Don’t have all the preferred experience or qualifications? Studies show that underrepresented groups like women and people of color are less likely to apply to jobs if they don't meet every requirement listed.
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