Enterprise Service Desk Specialist

SOSi•Halawa, HI

10d•$97,671 - $131,855•Onsite

About The Position

SOSi is seeking an Enterprise Service Desk Specialist to support a customer mission at Camp HM Smith in Hawaii. The customer supports more than 5,000 users across the Pacific theater with mission-critical IT solutions supporting Command and Control (C2) strategies. The specialist assists users and IT personnel with tracking, prioritizing, and resolving systems, services, and network issues. The role documents and assesses incidents and service requests, gathers initial information, troubleshoots and resolves issues when possible, and maintains detailed service records in a ticketing system. The position requires effective communication with customers, team members, and leadership about request status, escalations, impacts, and resolutions. The specialist also supports account setup, user guidance and training, monitoring of relevant systems and networks, request escalation, security and classification requirements, system documentation, and development and improvement of procedures and standards. The role may provide work leadership to less-experienced personnel and participate in special projects as required.

Requirements

Active in-scope Top Secret/SCI clearance.
Associate degree in a related field or at least four years of IT work experience.
DoD 8570 IAT-II compliance, such as Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP.
Ability to support 24/7 operations.
Prior experience using service desk software such as Jira, Remedy, or ServiceNow.
Comprehensive knowledge of principles, methods, and techniques used in IT administration, troubleshooting, and support.
Comprehensive knowledge of Layer 1, 2, and 3 equipment and protocols, such as 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.

Nice To Haves

Comprehensive knowledge of operating systems such as Windows and Linux and applications such as Exchange, SQL Server, TEAMS, and WSUS.
Relevant IT certification, such as Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, or VMware.

Responsibilities

Assist users and IT personnel with tracking, prioritizing, and resolving systems, services, and network issues.
Document and assess incidents and service requests; gather initial information, identify issues, troubleshoot, and resolve them when capable.
Create, review, track, and maintain detailed service records in the ticketing system.
Communicate request status, escalations, impacts, and resolutions to customers, team members, and leadership.
Respond to user inquiries through appropriate methods, including in person, phone, email, and desktop VTC.
Review ticket queues and provide timely updates and reports on ticket status, including open and closed tickets and time-to-close.
Set up user, administrator, and service accounts, including group memberships, email, distribution lists, and file shares.
Provide guidance, recommendations, assistance, and relevant training to end users.
Monitor relevant enclaves, including server, service, and network performance and availability, as well as planned and unplanned outages.
Coordinate request responses and escalations according to established processes and procedures.
Ensure facilities, IT systems, equipment, and related data are secured according to security policies and regulations.
Identify and label systems and data according to classification guidelines.
Maintain current knowledge of relevant hardware and software applications.
Maintain system documentation.
Participate in the development and implementation of job-related procedures and standards, including process development, updates, and improvements.
Provide work leadership to less-experienced personnel.
Participate in special projects and tasks as required.