Help Desk Representative

SOSi; Town of Florida (NY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

A leading technology and services integrator is seeking a Help Desk Representative to support mission requirements. The position involves managing global authentication operations, troubleshooting user access issues, and coordinating help desk workflows using IT service management platforms like ServiceNow and JIRA. Candidates should have a Bachelor’s degree or equivalent experience in IT support and be proficient in Tier 1 and Tier 2 support. This role offers remote work opportunities.

Qualifications

• Bachelor's degree in a relevant field or 3 years equivalent IT support experience.
• Experience resolving Tier 1 and Tier 2 support tickets.
• Knowledge of cloud-based and on-premises environments.

Responsibilities

• Manage global authentication support operations.
• Develop and enforce SLAs for response times and ticket resolutions.
• Coordinate help desk workflows using ITSM platforms.
• Provide technical support for CAC authentication and SSO.

Skills

Tier 1 and Tier 2 support

Incident resolution

Remote desktop support

End-user assistance

Education

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

Three years of equivalent experience in IT support

Tools

ServiceNow

JIRA

Microsoft Windows

macOS

cloud-based IT support tools

Job 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.

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.

Strong skills in incident resolution, remote desktop support, and end-user assistance are required.

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.