Enterprise Service Desk Specialist

SOSi•Camp HM Smith, HI

9d•Onsite

About The Position

SOSi is hiring 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 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, conducts initial information gathering and troubleshooting, maintains detailed service records, communicates request status and escalations, and provides timely ticket updates. It also includes account setup, end-user guidance and training, systems and network monitoring, escalation coordination, security and data-classification practices, system documentation, and participation in procedures, process improvements, and special projects. The specialist may provide work leadership to less-experienced personnel. The position supports 24/7 operations. The work environment is a normal office setting that is fast-paced and deadline-oriented, and may involve non-traditional hours, including consecutive nights or weekends.

Requirements

Active, in-scope Top Secret/SCI clearance.
Associate degree in a related field or a minimum of four years of IT work experience.
DoD 8570 IAT-II-compliant certification, 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 IT administration, troubleshooting, and support principles, methods, and techniques.
Comprehensive knowledge of Layer 1, 2, and 3 equipment and protocols, including routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software.
May be required to obtain a 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 channels, 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 membership, email, distribution lists, and file shares.
Provide guidance, recommendations, assistance, and relevant training to end users.
Monitor systems and networks in relevant enclaves, including server, service, and network performance and availability, and planned or 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 assigned hardware and software applications and maintain system documentation.
Participate in developing and implementing job-related procedures and standards, and assist with process development, updates, and improvements.
Provide work leadership to less-experienced personnel when needed.
Participate in special projects and tasks as required.