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Help Desk Representative with Security Clearance

SOSiFL🇺🇸United States

Why this role stands out

This hybrid role offers a fantastic opportunity to contribute to critical national security missions within a reputable defense technology leader, fostering significant career growth through hands-on experience with advanced security and IT support systems. You'll thrive here if you possess strong troubleshooting skills and a desire to develop expertise in identity and access management within a dynamic, mission-focused environment. Apply now to join a team dedicated to enabling vital government operations.

Quick overview

SeniorityMid Senior
Employment typeEmployee
Work modeHybrid
LocationFL, United States
MFASSOJiraWindows ServerIAM

Job description

  • *This position is contingent upon contract award** SOSi is seeking a Help Desk Representative to support mission requirements for a structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics for a DoD customer. The primary objective of 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 ServiceNow 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 shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence . Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field. Or, three (3) years of equivalent experience in IT support.
  • Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
  • Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.
  • Possess the knowledge and capability to provide technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues.
  • Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
  • Strong skills in incident resolution, remote desktop support, and end-user assistance are required. Additional Information Work Environment
  • The work to be performed remotely.
Working at SOSi All interested individuals will receive consideration and will not be discriminated against for any reason.

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