Remote IT Help Desk Specialist - IAM & Cloud Support

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

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.