Enterprise Service Desk Lead — 24/7 Mission IT (SCI)

SOSi; Waipahu (HI); On-site; USD 70,000 - 90,000; Full time

Job summary

SOSi is seeking an Enterprise Service Desk Specialist to support a high-impact mission at Camp HM Smith in Hawaii. The role requires coordinating incident responses, user account management, and 24/7 operations support across IT systems.

Ideal candidates hold active TS/SCI clearance, an associate degree or 4+ years IT experience, and DoD 8570 IAT-II compliance. Familiarity with Jira, Remedy, and ServiceNow is highly desired.

Qualifications

• Active Top Secret/SCI clearance.
• Associate degree or 4+ years IT work experience.
• DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP).
• Ability to support 24/7 operations.
• Experience using Service Desk software (e.g., Jira, Remedy, ServiceNow).
• Comprehensive knowledge of IT administration and network hardware.

Responsibilities

• Assist users and IT personnel with tracking, prioritizing, and resolving system, service, and network issues.
• Document and assess incidents and service requests; perform initial data gathering and troubleshooting.
• Create, review, and maintain detailed service records within the ticketing system.
• Communicate status, escalations, and resolutions to customers, team members, and leadership.
• Set up user, administrator, and service accounts (including groups and email).
• Monitor relevant enclaves; review server, service, and network performance and outages.
• Coordinate response and escalation following established processes.

Education

Associate degree or 4+ years IT experience

Tools

Jira

Remedy

ServiceNow

Job description

SOSi is seeking an Enterprise Service Desk Specialist to support a high-impact mission at Camp HM Smith in Hawaii. The role requires coordinating incident responses, user account management, and 24/7 operations support across IT systems.

Ideal candidates hold active TS/SCI clearance, an associate degree or 4+ years IT experience, and DoD 8570 IAT-II compliance. Familiarity with Jira, Remedy, and ServiceNow is highly desired.