Help Desk Representative
At a glance
Mid-level IT Support & Helpdesk role at SOSi. Remote, United States · full-time · $47,218–$98,068 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Troubleshoot account-access problems involving identity management, security rules, and cloud authentication
- Support CAC, single sign-on, multi-factor authentication, and access-control needs
- Use an IT service platform to organize tickets, coordinate help desk workflows, and track reports
- Set response, resolution, and escalation service levels, then report on ticket outcomes and adherence
What you bring
- A degree in IT, computer science, or a related area, or three years of equivalent IT support work
- Experience resolving Tier 1 and Tier 2 tickets, provisioning enterprise devices, and tracking IT assets
- Experience supporting Windows, macOS, and cloud-based IT tools
- Skills with troubleshooting, ticket systems, remote desktop support, and assistance for cloud and on-premises users
Who this fits
This remote role suits someone experienced in end-user support across cloud and on-premises environments. The position depends on a contract award.
From the employer
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.
**This position is contingent upon contract award**
SOSi is seeking a Help Desk Representative to support mission requirements for a structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics for a DoD customer. The primary objective of the program is to bridge the operational gaps between DoD, IC, interagency, and non-traditional international partners to enable real-time information sharing, dynamic data integration, and mission-tailored analytical capabilities.
The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence .
Bachelor's degree in Information Technology, Computer Science, or a related field. Or, three (3) years of equivalent experience in IT support.
Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.
Possess the knowledge and capability to provide technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues.
Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
Strong skills in incident resolution, remote desktop support, and end-user assistance are required.
Work Environment
- The work to be performed remotely.
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
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