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.
Job Description**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.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or related field OR three (3) years equivalent IT support experience
- Demonstrated experience resolving Tier 1 and Tier 2 support tickets, enterprise device provisioning, and maintaining IT asset tracking systems
- Experience with Microsoft Windows, macOS, and cloud-based IT support tools
- Technical support capability for cloud-based and on-premises environments
- Proficiency in IT troubleshooting methodologies, ticketing systems (e.g., JIRA, ServiceNow), and customer service best practices
- Experience providing support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), access control policies, and IAM
- Strong skills in incident resolution, remote desktop support, and end-user assistance
- Experience developing and enforcing Service Level Agreements (SLAs), response times, escalation procedures, and reporting
- Experience coordinating help desk workflows using ITSM platforms (ServiceNow, JIRA)
SOSi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SOSi and has not been reviewed or approved by SOSi.
-
Healthcare Strength — Health coverage is considered a relative strength, with international plan options and substantial employer contribution that support OCONUS and travel-heavy work. Company materials also highlight a comprehensive medical offering alongside wellness support.
-
Retirement Support — A 401(k) program is available, with indications of employer matching though specifics are not publicly detailed. This suggests foundational retirement support for eligible employees.
-
Career-Linked Recognition & Rewards — Compensation is often characterized as competitive for cleared, hard‑to‑hire, and certain overseas or mission‑critical roles. Pay levels appear closely tied to contract demands, clearance, and location.
SOSi Insights
What We Do
SOSi is a technology and services integrator focused on the aerospace, defense, and government services industry, described as one of the largest private, founder-owned companies in its sector.
