Help Desk Representative

SOSi

Help Desk Representative at SOSi supporting data ecosystem for DoD customer. Managing operations and ensuring efficient troubleshooting for authentication and access issues.

Posted 7/1/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $47,218 - $98,068 per yearWebsite

Tech Stack

Tools & technologies

CloudITSMMacOSServiceNow

About the role

Key responsibilities & impact

Support mission requirements for developing, integrating, and sustaining a scalable data ecosystem.
Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account SOSi Website LinkedIn All Job Openings 1001 - 5000 employees Founded 1989 🏛️ Government 🤖 Artificial Intelligence 🔒 Cybersecurity Government
Artificial Intelligence
Cybersecurity SOSi is a government-focused defense and intelligence contractor that delivers mission-critical digital infrastructure, AI/ML, cyber, cloud, and intelligence services to the U. S. Army and other government agencies. The company provides solutions across software development, DevSecOps, ISR integration, data science, logistics, language and human services, training, and operations & maintenance to enable secure communications, advanced analytics, and operational effectiveness for U. S. and allied forces. Help Desk Representative Job not on LinkedIn 🔥 11 minutes ago 🐊 Florida – Remote 💵 $47.2k - $98.1k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Support mission requirements for developing, integrating, and sustaining a scalable data ecosystem.
Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence. 🎯 Requirements
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Associate IT Project Manager 🔥 3 hours ago OhioHealth 10,000+ employees ⚕️ Healthcare Insurance 🧘 Wellness 📚 Education Website LinkedIn All Job Openings Associate IT Project Manager coordinating small projects and process improvement initiatives within Clinical Enterprise portfolio. Collaborating with IT resources to manage project execution and portfolio reporting. 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 💻 IT Support 🦅 H1B Visa Sponsor IT Ops Center Technician – 3rd Shift 🔥 4 hours ago Fifth Third Bank 10,000+ employees 🏦 Banking Website LinkedIn All Job Openings IT Ops Center Technician responsible for managing incidents and network performance in Fifth Third Bank's IT Operations Center. Focuses on ensuring system availability and timely resolution of issues. 🇺🇸 United States – Remote 💵 $48.1k - $96.2k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support 🦅 H1B Visa Sponsor Strategic Sourcing Category Manager – IT 🔥 4 hours ago Trinity Health 10,000+ employees 📚 Education 🤝 Non-profit 🌍 Social Impact Website LinkedIn All Job Openings Strategic Sourcing Category Manager leading strategic sourcing activities to achieve cost reductions at Trinity Health. Managing supplier relationships and complex contracts in the healthcare sector. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support 🦅 H1B Visa Sponsor Associate Director – IT Project Manager 🔥 6 hours ago Guidehouse 10,000+ employees Website LinkedIn All Job Openings Associate Director responsible for managing major IT projects aligning with ITIL standards. Leading ServiceNow implementations and providing technical guidance to development teams. 🇺🇸 United States – Remote 💵 $149k - $248k / year 💰 Grant on 2023-02 ⏰ Full Time 🟠 Senior 💻 IT Support 🦅 H1B Visa Sponsor Manager, Enterprise Architecture 🔥 6 hours ago Adobe 10,000+ employees Website LinkedIn All Job Openings Senior Manager of Enterprise Architects at Adobe leading a team that advises on technology solutions. Focused on enterprise architecture to enhance customer experiences through digital innovation. 🇺🇸 United States – Remote 💵 $207k - $351.2k / year ⏰ Full Time 🟠 Senior 🔴 Lead 💻 IT Support 🦅 H1B Visa Sponsor View More IT Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Troubleshooting MethodologiesTier 1 and Tier 2 SupportRemote Desktop SupportEnd-User AssistanceEnterprise Device ProvisioningIT Asset Tracking Systems

Soft Skills

Customer Service Best Practices