Remote Help Desk Technician – IAM & Cloud Support

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

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.