**This position is contingent upon contract award**
SOSi is seeking a Help Desk Representative to support mission requirements for a structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics for a DoD customer. The primary objective of the program is to bridge the operational gaps between DoD, IC, interagency, and non-traditional international partners to enable real-time information sharing, dynamic data integration, and mission-tailored analytical capabilities.
The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence .
Bachelor's degree in Information Technology, Computer Science, or a related field. Or, three (3) years of equivalent experience in IT support.
Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.
Possess the knowledge and capability to provide technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues.
Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
Strong skills in incident resolution, remote desktop support, and end-user assistance are required.
Work Environment
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
For 28 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in New York City, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status. SOSi takes affirmative action in support of its policy to advance employment of individuals who are minorities, women, protected veterans, and individuals with disabilities.