Help Desk Representative

About the role

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.

Qualifications & Requirements

• 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.

Additional Information: Work Environment

• The work to be performed remotely.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.