Help Desk Representative

SOS International LLC; Miami (FL); Remote; USD 47,000 - 98,000; Full time

Job summary

SOSi is seeking a Help Desk Representative to support a DoD customer and help develop a scalable, federated data ecosystem for real-time information sharing and mission-tailored analytics. This remote Florida-based role focuses on resolving access issues and ensuring strong IT support practices.

The position requires strong experience with IAM, SSO, MFA, and ITSM tooling (ServiceNow/JIRA), with a focus on incident resolution, SLA compliance, and end-user support in cloud and on-prem environments.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or 3 years of equivalent IT support experience.
• Experience resolving Tier 1 and Tier 2 support tickets and assisting with device provisioning.
• Experience with Windows, macOS, and cloud-based IT support tools.

Responsibilities

• Manage global authentication support operations and troubleshoot user access issues related to IAM, security policies, and cloud authentication systems.
• Develop and enforce SLAs for response times, ticket resolution, and escalation procedures.
• Coordinate help desk workflows using ITSM platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
• Provide technical support for CAC authentication, SSO, MFA, and access control policies.
• Submit the Help Desk Performance & Support Metrics Report detailing ticket resolution rates and SLA adherence.

Skills

Tier 1/2 support

IT troubleshooting

Customer service

Education

Bachelor's degree in Information Technology or Computer Science or related field

3 years of equivalent IT support experience

Tools

JIRA

ServiceNow

Microsoft Windows

macOS

Cloud-based IT support tools

Job description

Remote, Florida, USA

Full-time

Clearance Requirement: None

Compensation: USD 47218 - USD 98068 - 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 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.

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

• ProficientinITtroubleshootingmethodologies,ticketingsystemusage(e.g.,JIRA,ServiceNow),andcustomerservicebestpractices.

• Strongskillsinincidentresolution,remotedesktopsupport,andend-userassistancearerequired.

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.

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.