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Help Desk Representative

SOSi -
Florida

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Job Details

Full-time
$47,218 - $98,068 a year

Qualifications

IT asset management
Incident management software
Windows
Cloud-based systems
Cloud service support
Desktop (troubleshooting support)
Incident management operations support
Remote access software
Customer support ticket management
macOS
Digital project management boards
Defect tracking tools
Desktop administration
Ticketing system technical support

Full Job Description

Company Description

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.

Job Description

**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

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.

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Refine Your Search

Help Desk Contractor jobs

Help Desk Representative

Pain Management & Regenerative Medicine Physician (MD)

Field Service Engineer

Senior IT Systems Lead

Environmental Health & Safety Manager

Examiner Physician Assistant

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Examiner Physician Assistant

Examiner Nurse Practitioner

Examiner Nurse Practitioner

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Lead Estimator - Commercial Roofing

In-home Sales Consultant

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In-home Sales Consultant

NCIS VTC Engineer | Active TS/SCI clearance

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