5 days ago
Help Desk Representative
Lensa
Hybrid
Full Time
$65,000
Hybrid
Job Overview
Job TitleHelp Desk Representative
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$65,000
LocationHybrid
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Job Description
Help Desk Representative at SOSi
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.
Responsibilities
- 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.
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.
Work Environment
The work to be performed remotely within Florida, USA.
Key skills/competency
- Help Desk Support
- ITSM (ServiceNow, JIRA)
- Authentication (IAM, SSO, MFA, CAC)
- Troubleshooting
- Customer Service
- Tier 1/2 Support
- Windows/macOS
- Cloud IT Support
- SLA Management
- Incident Resolution
How to Get Hired at Lensa
- Research SOSi's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Customize your resume to highlight experience in IT support, troubleshooting, and ITSM tools like ServiceNow or JIRA, matching the Help Desk Representative role keywords.
- Showcase technical skills: Emphasize your proficiency in Windows, macOS, cloud support, IAM, SSO, and MFA in your application materials and during interviews.
- Prepare for behavioral questions: Practice answering questions about problem-solving, customer service, and handling challenging technical support scenarios in a DoD contractor environment.
- Demonstrate mission understanding: Articulate how your skills as a Help Desk Representative will support SOSi's national security and DoD customer objectives.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What specific ITSM tools does SOSi use for the Help Desk Representative role?
02What level of technical support is expected from a Help Desk Representative at SOSi?
03What kind of authentication technologies will I be supporting as a Help Desk Representative for SOSi's DoD customer?
04Is a security clearance required for the Help Desk Representative position at SOSi, given the DoD customer?
05What are the educational or experience requirements for a Help Desk Representative at SOSi?
06How does SOSi measure performance for its Help Desk Representatives?
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