Help Desk Representative

SOS International; Florida; Remote; USD 47,000 - 98,000; Full time

Job summary

SOSi is seeking a Help Desk Representative to support DoD mission requirements by managing global authentication, IAM, SSO, MFA, and access control policies. You will develop SLAs, coordinate ITSM ticket workflows on platforms such as ServiceNow or JIRA, and deliver performance metrics to ensure SLA adherence.

The role emphasizes resolving Tier 1/2 tickets, provisioning devices, and maintaining IT asset tracking while enabling real-time interoperability and secure access for a DoD customer.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field or three years of equivalent IT support experience.
• Experience resolving Tier 1 and Tier 2 tickets.
• Experience provisioning enterprise devices and maintaining IT asset tracking.
• Experience with Windows, macOS, and cloud-based IT support tools.
• Strong incident resolution, remote desktop support, and end-user assistance skills.

Responsibilities

• Provide global authentication support and troubleshoot user access issues related to IAM, SSO, MFA, and cloud authentication systems.
• Develop and enforce SLAs for response times, ticket resolutions, and escalation procedures.
• Coordinate help desk workflows using ITSM platforms like ServiceNow or JIRA.
• Submit Help Desk Performance & Support Metrics Reports detailing resolution rates, trends, and SLA adherence.

Skills

Windows support

Mac support

Cloud IT tools

Incident resolution

Remote desktop

End-user support

IT asset tracking

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

JIRA

Job description

• Compensation: USD 47,218 - USD 98,068 - yearly

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 aHelp DeskRepresentativetosupportmission requirementsfora structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analyticsfora DoD customer.The primaryobjectiveof 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 shallsubmitthe Help Desk Performance & Support MetricsReport,detailing ticket resolution rates, user support trends, and SLA adherence .

Qualifications

Bachelor's degreeinInformation Technology, Computer Science, or a related field. Or, three(3) years of equivalent experienceinITsupport.

Demonstrated experience inresolving Tier 1 and Tier 2 support tickets,assistingwith enterprise device provisioning, andmaintainingIT asset tracking systems.

Experience with Microsoft Windows, macOS, and cloud-based IT support tools isrequired.

Possesstheknowledgeandcapabilitytoprovide technical support for cloud-based and on-premises environments, ensuringtimelyand effective resolution of IT-related issues.

Strongskillsinincidentresolution,remotedesktopsupport,andend-userassistancearerequired.

Additional Information

• The work to be performed remotely.

Working at SOSi

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