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Full Stack Engineer-Help Desk

2 months ago

El Paso, United States SOS International LLC Full time

Overview SOSi is seeking an experienced Help Desk Lead/Full-Stack Developer to support our technology needs across SOSi platforms. Essential Job Duties · Manage software and web technology needs, including Journey Pathways case management and learning management systems, State Interagency Emergency Data Manager (IEDM) and other systems. · Lead Help Desk team to ensure highest level of end-user support. · Collaborate with operators and other software engineers to develop and debug applications. · Interact with customers and development team to gather and define requirements while adhering to an agile software development lifecycle. · Develop content and maintain associated systems for internal and/or external web sites, including sites hosted on classified/sensitive networks. · Analyze and study customer requirements to determine the most effective software and web technologies to satisfy their needs. · Design, create, test, and maintain software and web-based applications and content solutions to satisfy customer requirements. · Design and implement dashboards and analytics leveraging datasets from built and integrated systems. · Draft technical documents such as software code documentation, flowcharts, layouts, diagrams, charts, API documentation, code comments, and clear code. · Engineer and maintain software and web development technical documentation to assist with software and web application maintenance and upgrades. · Provide software process management and configuration management throughout the software/web development lifecycle using modern cloud technologies such as Jenkins, GitLab and Docker. · Assist in database migration, database change management, data management from legacy systems to provided cloud, PaaS (platform as a service), and SaaS (software as a service) environments. · Develop tools to track and report call volume and average time to resolution. · Responsible for fielding emails and creating trouble tickets. · Provide phone and in-person support to internal and external system users. · Escalate tickets to the appropriate team. · Ensure all tickets are updated with accurate information. · Train and mentor clients as needed to ensure their success within the team. Minimum Requirements · Bachelor’s Degree in a related field or 4 years of equivalent experience. · 6 years of relevant experience. · Demonstrates ability to communicate understanding from information that may be incomplete, indirect, highly complex, seemingly unrelated, and / or technically advanced. · Extensive experience in software development and system architecture. · Proficiency in backend and frontend technologies. · Strong understanding of database design and data integration. · Experience with real-time data processing and analytics. · Familiarity with cloud services and DevOps practices. · Excellent problem-solving and troubleshooting skills. · Strong team player with excellent communication abilities. · Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications. · Provide support in a mission critical environment including shift work/non-standard hours, as required. Work Environment · Normal office working conditions. · Requires periods of non-traditional hours including consecutive nights or weekends when necessary. · May require ability to lift/and or move objects or packages of up to 25 lbs.