Help Desk Representative

Job not on LinkedIn

🔥 5 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $47.2k - $98.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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SOSi

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1989

🏛️ Government

🤖 Artificial Intelligence

🔒 Cybersecurity

Government • Artificial Intelligence • Cybersecurity

SOSi is a government-focused defense and intelligence contractor that delivers mission-critical digital infrastructure, AI/ML, cyber, cloud, and intelligence services to the U. S. Army and other government agencies. The company provides solutions across software development, DevSecOps, ISR integration, data science, logistics, language and human services, training, and operations & maintenance to enable secure communications, advanced analytics, and operational effectiveness for U. S. and allied forces.

📋 Description

• Support mission requirements for developing, integrating, and sustaining a scalable data ecosystem. • Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems. • Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures. • Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting. • Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. • Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

🎯 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.