Enterprise Service Desk Specialist
About The Position
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. SOSi is seeking a skilled Enterprise Service Desk Specialist to support a high-impact customer mission at Joint Base Pearl Harbor Hickam in Honolulu, Hawaii. The customer supports over 5,000 users across the Pacific theater, delivering mission-critical IT solutions that drive Command and Control (C2) strategies. SOSi tackles complex technical challenges head-on, thriving on innovation, agility, and purpose.
Requirements
- Active SECRET DoD security 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
- Assisting 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.
- Fields and responds to user inquiries via appropriate communication methods (e.g., in-person, phone, email, desktop VTC).
- Reviews ticket queues and provides timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
- Sets up user, administrator, and service accounts (including group membership, email, distribution lists and file shares).
- Provides guidance, recommendations, assistance, and relevant training to end-users.
- Performs systems/network monitoring of the relevant enclaves; monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages.
- Coordinates response and escalation of requests in accordance with established processes and procedures.
- Ensures facility, IT systems, equipment and related data are secured in accordance with security policies and regulations.
- Properly identifies and labels systems and data according to classification guidelines.
- Maintains current knowledge of relevant hardware and software applications as assigned.
- Maintains system documentation.
- Participates in the development and implementation of job-related procedures and standards.
- Able to assist with process development, modifications/updates, and improvements.
- Capable of providing work leadership to less-experienced personnel.
- Participates in special projects and tasks as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
