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# Help Desk Representative

- **Company:** The Sos
- **Location:** Miami, FL, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $47,218.0 - $98,068.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, JIRA, Cloud Computing, Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Remote Desktop Services, Single Sign-On, Os Ticket, Information Technology, Dynamic Data, Servicenow
- **Published:** July 1, 2026
- **Apply:** https://dejobs.org/x/x/E2548A60079347559EB2CBA27C35064E/job/

## About the Role

* 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.

## Description

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 .


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