Defense Unicorns
Junior Engineer - Tier 1 Helpdesk Support (FedD156/FedD157)
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
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Defense Unicorns
Defense Unicorns builds software platforms and infrastructure services for defense and government customers, including containerized applications, package management systems, and Kubernetes-based deployment environments for disconnected or hybrid cloud settings. The company is hiring software engineers, platform engineers, technical writers, and military SkillBridge interns to develop, deploy, and support these mission-critical systems.
- Website
- defenseunicorns.com
Likely interview questions
- Can you walk us through your experience with Tier 1 helpdesk or IT operations? What types of issues did you typically handle, and how did you decide when to escalate?
- Tell us about your experience with JIRA Service Management or similar ticketing systems. How have you used them to manage and triage tickets?