Enterprise Service Desk Specialist

Overview

Join SOSi in Paradise—Where Innovation Meets Mission

SOSi is on the hunt for a skilled Enterprise Service Desk Specialist to support a high-impact customer mission at Joint Base Pearl Harbor Hickam in Honolulu, Hawaii.

Our customer supports over 5,000 users across the Pacific theater
, delivering mission-critical IT solutions that drive Command and Control (C2) strategies.

At SOSi, we tackle complex technical challenges head-on—because Challenge Accepted isn’t just a motto, it’s how we operate.

If you're ready to bring your expertise to a team that thrives on innovation, agility, and purpose—this is your moment.

Essential Job Duties

• Enterprise Service Desk Specialists are responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services and network issues within the supported environment.
• Document and assess incidents and service requests, perform initial data-gathering, identification, troubleshooting and resolution if capable.
• Create, review, track and maintain detailed service records within ticketing system to effectively identify requests, progress, and resolutions.
• The ideal candidate can effectively communicate with customers, team members, and leadership, regarding request status, escalations, impacts, and resolutions.
• Fields and responds to user inquiries via appropriate communication methods (e.g., in-person, phone, email, desktop VTC).
• Reviews ticket queues and provides timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
• Sets up user, administrator, and service accounts (including group membership, email, distribution lists and file shares).
• Provides guidance, recommendations, assistance, and relevant training to end-users.
• Performs systems/network monitoring of the relevant enclaves; monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages.
• Coordinates response and escalation of requests in accordance with established processes and procedures.
• Ensures facility, IT systems, equipment and related data are secured in accordance with security policies and regulations.
• Properly identifies and labels systems and data according to classification guidelines.
• Maintains current knowledge of relevant hardware and software applications as assigned.
• Maintains system documentation.
• Participates in the development and implementation of job-related procedures and standards. Able to assist with process development, modifications/updates, and improvements.
• Capable of providing work leadership to less-experienced personnel.
• Participates in special projects and tasks as required.

Minimum Requirements

• Active SECRET DoD security clearance.
• Associate degree in a related field or a minimum of four (4) years of IT work experience.
• DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP).
• Ability to support 24/7 operations.
• Prior experience using Service Desk software (e.g., Jira, Remedy, Service Now).
• Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting and support.
• Comprehensive knowledge of Layer 1, 2, 3 equipment and protocols (e.g., routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software).
• May require professional certification within 90 days in one or more specific technologies, depending on job assignment.

Preferred Qualifications

• Comprehensive knowledge of operating systems (e.g., Windows, Linux) and applications (e.g., Exchange, SQL Server, TEAMS, WSUS).
• Relevant IT Certification (e.g., Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, VMware).

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.
• May require periods of non-traditional working hours including consecutive nights or weekends.
• Target Salary Range: $102,870 to $125,895.

All interested individuals will receive consideration and will not be discriminated against for any reason.