Remote Help Desk Analyst — IAM, SSO & MFA

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-related program with remote work in Florida. The role involves managing authentication support operations, SLAs, and ITSM workflows, while ensuring timely ticket resolution and security compliance.

The position requires resolving Tier 1 and 2 tickets, supporting CAC authentication, SSO, and MFA, and contributing to performance metrics reports. Contingent upon contract award and full-time status.

Qualifications

• Bachelor's degree or 3 years IT support experience.
• Experience resolving Tier 1 and 2 tickets.
• Strong Windows/macOS and cloud IT support knowledge.
• Proficient with ITSM tools and customer service best practices.

Responsibilities

• Manage global authentication support operations (IAM, security policies, cloud authentication).
• Develop and enforce SLAs for response times, ticket resolution, and escalation procedures.
• Coordinate help desk workflows using ITSM platforms (ServiceNow, JIRA) with ticket tracking and reporting.
• Provide technical support for CAC authentication, SSO, MFA, and access control policies.
• Submit Help Desk Performance & Support Metrics Report detailing resolution rates and SLA adherence.

Skills

IT support

Windows

macOS

Cloud tools

Customer service

JIRA/ServiceNow

Education

Bachelor's degree in Information Technology or Computer Science

3 years equivalent IT experience

Tools

ServiceNow

JIRA

Job description

SOSi is seeking a Help Desk Representative to support a DoD-related program with remote work in Florida. The role involves managing authentication support operations, SLAs, and ITSM workflows, while ensuring timely ticket resolution and security compliance.

The position requires resolving Tier 1 and 2 tickets, supporting CAC authentication, SSO, and MFA, and contributing to performance metrics reports. Contingent upon contract award and full-time status.