Help Desk Representative

• Compensation: USD 47,218 - USD 98,068 - yearly

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.

** This position is contingent upon contract award**

SOSi is seeking aHelp Desk Representativetosupportmission requirements fora structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics fora DoD customer.

The primaryobjectiveof the program is to bridge the operational gaps between DoD, IC, interagency, and non-traditional international partners to enable real-time information sharing, dynamic data integration, and mission-tailored analytical capabilities.

The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.

The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.

The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as Service Now or JIRA, ensuring structured ticket tracking and reporting.

The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.

The contractor shallsubmitthe Help Desk Performance & Support Metrics Report,detailing ticket resolution rates, user support trends, and SLA adherence .

Bachelor's degreein

Information Technology, Computer Science, or a related field. Or, three(3) years of equivalent experienceinITsupport.

Demonstrated experience in resolving Tier 1 and Tier 2 support tickets,assisting with enterprise device provisioning, andmaintainingIT asset tracking systems.

Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.

Possesstheknowledgeandcapabilitytoprovide technical support for cloud-based and on-premises environments, ensuringtimelyand effective resolution of IT-related issues.

Strongskillsinincidentresolution,remotedesktopsupport,andend-userassistancearerequired.

• The work to be performed remotely.

Working at SOSi

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