Remote Help Desk Specialist: IAM, SSO & Cloud Support

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

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.