Help Desk Representative
Boost your chances before you apply.
SOSi
FL
Summary
Manage global authentication support operations and troubleshoot user access issues related to IAM and cloud systems. Coordinate help desk workflows using ITSM platforms and report on performance metrics and SLA adherence.
Job Description
Company Description
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.
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.
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The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
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The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
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The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
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The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
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The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence .
Qualifications
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Bachelor's degree in Information Technology, Computer Science, or a related field. Or, three (3) years of equivalent experience in IT support.
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Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
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Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.
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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.
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Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
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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.
Founded in 1989 and headquartered in Reston, Virginia, SOSi is a private, founder-led defense and government solutions firm specializing in advanced technology systems and mission support. Our capabilities span data science, software development, network engineering, intelligence, surveillance and reconnaissance (ISR), language services, and logistics—delivered across 16+ countries to the customers who need them most.
We lead with technology. From the DoW's largest data-centric, Zero Trust mission partner network to AI-powered intelligence platforms and cloud-native solutions, SOSi engineers the systems that enable U.S. and allied forces to operate, decide, and win. More than 25% of our workforce are veterans—because this mission is personal.
Where others see the size of the challenge, we say #ChallengeAccepted
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Fraud Alert:
Recruitment fraud is a growing trend where fraudsters impersonate SOSi and its employees to deceive job seekers with fake employment opportunities. These scams typically involve fake job postings, unauthorized email accounts, or forged documents claiming to be from SOSi. The intent is to gain access to your personal information, including banking details, credit card numbers, or social security numbers.
Please be aware that all legitimate SOSi communications come from official @sosi.com or @sosi.us email addresses, and we never request personal information during initial contact. Our official careers site can be found at sosi.com/careers and our corporate site at sosi.com.
If you receive a suspicious job offer claiming to be from SOSi, contact us directly at [email protected] to verify its legitimacy.
Founded
1989
Company size
1,001-5,000 employees
Industry
Defense and Space Manufacturing
Org type
Privately Held
Headquarters
Reston, Virginia
Founded in 1989 and headquartered in Reston, Virginia, SOSi is a private, founder-led defense and government solutions firm specializing in advanced technology systems and mission support. Our capabilities span data science, software development, network engineering, intelligence, surveillance and reconnaissance (ISR), language services, and logistics—delivered across 16+ countries to the customers who need them most.
We lead with technology. From the DoW's largest data-centric, Zero Trust mission partner network to AI-powered intelligence platforms and cloud-native solutions, SOSi engineers the systems that enable U.S. and allied forces to operate, decide, and win. More than 25% of our workforce are veterans—because this mission is personal.
Where others see the size of the challenge, we say #ChallengeAccepted
--
Fraud Alert:
Recruitment fraud is a growing trend where fraudsters impersonate SOSi and its employees to deceive job seekers with fake employment opportunities. These scams typically involve fake job postings, unauthorized email accounts, or forged documents claiming to be from SOSi. The intent is to gain access to your personal information, including banking details, credit card numbers, or social security numbers.
Please be aware that all legitimate SOSi communications come from official @sosi.com or @sosi.us email addresses, and we never request personal information during initial contact. Our official careers site can be found at sosi.com/careers and our corporate site at sosi.com.
If you receive a suspicious job offer claiming to be from SOSi, contact us directly at [email protected] to verify its legitimacy.
Founded
1989
Company size
1,001-5,000 employees
Industry
Defense and Space Manufacturing
Org type
Privately Held
Headquarters
Reston, Virginia
