Enterprise Service Desk Specialist

SOSi•Halawa, HI

2d•$97,671 - $131,855•Onsite

About The Position

SOSi is seeking a skilled Enterprise Service Desk Specialist to support a high-impact customer mission at Camp HM Smith in Hawaii. The customer supports over 5,000 users across the Pacific theater, delivering mission-critical IT solutions that drive Command and Control (C2) strategies. At SOSi, we tackle complex technical challenges head-on, operating with innovation, agility, and purpose.

Requirements

Active in-scope Top Secret/SCI clearance.
Associate degree in a related field or a minimum of four (4) years of IT work experience.
DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP).
Ability to support 24/7 operations.
Prior experience using Service Desk software (e.g., Jira, Remedy, ServiceNow).
Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting, and support.
Comprehensive knowledge of Layer 1, 2, 3 equipment and protocols (e.g., 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 (e.g., Windows, Linux) and applications (e.g., Exchange, SQL Server, TEAMS, WSUS).
Relevant IT Certification (e.g., Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, VMware).

Responsibilities

Assist users and other IT personnel with tracking, prioritizing, and resolving systems, services, and network issues within the supported environment.
Document and assess incidents and service requests, perform initial data-gathering, identification, troubleshooting, and resolution if capable.
Create, review, track, and maintain detailed service records within ticketing system to effectively identify requests, progress, and resolutions.
Effectively communicate with customers, team members, and leadership regarding request status, escalations, impacts, and resolutions.
Field and respond to user inquiries via appropriate communication methods (e.g., in-person, phone, email, desktop VTC).
Review ticket queues and provide timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
Set up user, administrator, and service accounts (including group membership, email, distribution lists, and file shares).
Provide guidance, recommendations, assistance, and relevant training to end-users.
Perform systems/network monitoring of the relevant enclaves; monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages.
Coordinate response and escalation of requests in accordance with established processes and procedures.
Ensure facility, IT systems, equipment, and related data are secured in accordance with security policies and regulations.
Properly identify and label systems and data according to classification guidelines.
Maintain current knowledge of relevant hardware and software applications as assigned.
Maintain system documentation.
Participate in the development and implementation of job-related procedures and standards.
Assist with process development, modifications/updates, and improvements.
Provide work leadership to less-experienced personnel.
Participate in special projects and tasks as required.