Help Desk Representative
**该职位取决于合同授予** SOSi 寻求一个帮助台代表，以支持任务要求进行结构化方法，进一步开发，集成和维持可扩展的联合数据生态系统，从而提高对国防部客户的互操作性，治理和使命驱动分析。该计划的主要目标是弥合国防部，IC,机构间和国际合作伙伴之间的运营差距，以便实时信息共享，动态数据整合和定制任务分析能力。·承包商应管理全球认证支持运营，确保有效解决与 IAM,安全政策和云认证系统有关的用户访问问题的故障。·承包方应制定并执行服务级协议 (SLA) 针对响应时间，门票解决方案和升级程序。·承办方应通过 IT 服务管理平台 (ITSM) 协调帮助桌工作流程，如 ServiceNow 或 JIRA,确保结构化门票跟踪和报告。·承担者应为 CAC 认证，单次登录 (SSO),多因素认证 (MFA) 和访问控制政策提供技术支持。·承包商应提交 Help Desk 性能和支持指标报告，详细说明票分辨率率，用户支持趋势和 SLA 遵守。·信息技术，计算机科学或相关领域的学士学位。或者在 IT 支持方面拥有相当于三 (3) 年的经验。·解决1级和2级支持门票，协助企业设备配置和维护 IT 资产跟踪系统方面的证明经验。•需要使用 Microsoft Windows,macOS 和基于云的 IT 支持工具的经验 · 拥有技术支持云计算和本地环境的知识和能力，确保及时有效解决 IT 相关问题。·熟练处理 IT 故障方法，使用门票系统 （例如 JIRA,ServiceNow）和客户服务最佳实践。·需要在事件解决，远程桌面支持和最终用户协助方面强大的技能。工作环境·将从远处完成的工作。在 Soshi 工作中所有感兴趣者都会得到考虑，不会因任何原因而受到歧视。成立于1989年，Soshi 是创始人拥有的最大私营企业之一。
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**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.
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.
Originally posted on Himalayas