Enterprise Service Desk Specialist

SOSi•Camp HM Smith, HI

8d•Onsite

About The Position

SOSi is seeking an 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 for Command and Control (C2) strategies. This role involves tackling complex technical challenges in an innovative and agile environment.

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

Assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services, and network issues.
Documenting and assessing incidents and service requests, performing initial data-gathering, identification, troubleshooting, and resolution.
Creating, reviewing, tracking, and maintaining detailed service records within a ticketing system.
Communicating with customers, team members, and leadership regarding request status, escalations, impacts, and resolutions.
Fielding and responding to user inquiries via in-person, phone, email, and desktop VTC.
Reviewing ticket queues and providing timely updates, including reports on ticket status.
Setting up user, administrator, and service accounts (including group membership, email, distribution lists, and file shares).
Providing guidance, recommendations, assistance, and relevant training to end-users.
Performing systems/network monitoring of relevant enclaves, including reviewing server/service/network performance, availability, and planned/unplanned service outages.
Coordinating response and escalation of requests in accordance with established processes and procedures.
Ensuring facility, IT systems, equipment, and related data are secured in accordance with security policies and regulations.
Properly identifying and labeling systems and data according to classification guidelines.
Maintaining current knowledge of relevant hardware and software applications as assigned.
Maintaining system documentation.
Participating in the development and implementation of job-related procedures and standards.
Assisting with process development, modifications/updates, and improvements.
Providing work leadership to less-experienced personnel.
Participating in special projects and tasks as required.