Help Desk Representative

Stack

Responsibilities

• ▹Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems
• ▹Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures
• ▹Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or Jira, ensuring structured ticket tracking and reporting
• ▹Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies
• ▹Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence

Requirements

• ▹Bachelor's degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support
• ▹Demonstrated experience 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
• ▹Ability 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

Soft skills

What we offer

• ▹Fully remote work

About the company

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry, delivering tailored IT solutions to enable national security missions worldwide.