Junior Engineer - Tier 1 Helpdesk Support

About this role

Defense Unicorns seeks a Junior Engineer for Tier 1 helpdesk support on a cloud-based government platform. This role combines day-to-day user support with intentional growth opportunities to develop expertise in Kubernetes, AWS, CI/CD pipelines, and SRE practices through pairing with senior engineers.

What you'll do

• Provide first-line support for end-user issues including access requests, device troubleshooting, and application problems
• Manage ticket triage and escalation using JIRA Service Management, including on-call rotation participation
• Develop and maintain internal documentation, runbooks, and standard operating procedures for Tier 1 processes
• Troubleshoot development team tickets related to broken pipelines, dashboards, and log analysis
• Create user-facing documentation and support guides for the platform
• Pair with senior engineers during slower periods to build technical depth in cloud infrastructure and SRE practices

What they're looking for

• IT helpdesk or system administration experience
• JIRA Service Management or similar ticketing systems
• macOS, Windows, or Linux administration
• AWS cloud environment knowledge
• Technical documentation and process writing
• Kubernetes and containerized applications (willingness to learn)
• CI/CD pipeline concepts
• Triage and issue categorization

Benefits

• Remote position with flexible location
• Structured career growth pathway beyond helpdesk support
• Mentorship and pairing opportunities with senior engineering team
• Salary range: $102,000–$138,000 USD based on experience
• No travel requirements
• Opportunity to build platform processes from the ground up