This must be done by a global administrator for Audubon's Jira instance.
Find the User
Click the gear in the top left and choose User Management. Log in as a glob user.
If they're an Audubon employee, just search to check that they're in the system (they should be). If not, click "Create User", top right. Give 'em a name, username, email address, and check both of the boxes for access. Remove any passwords that might autofill in that field, and check the box to send them a confirmation email so's they can make their own durn password. Save save save.
Add the user to a role
Get back to the Digital Engagement Support project settings in whatever way seems best to you. Navigate to the "Users and roles" section and click the "add users to a role" button. Find your user, and select "Service Desk Team". Finish it up.