Enterprise Service Desk Specialist

5 months ago

Pearl Harbor, United States SOSi Full time
Overview

SOSi is currently seeking an experienced Enterprise Service Desk Specialist join our team in Joint Base Pearl Harbor Hickam, Honolulu, Hawaii. The customer based out of Honolulu, Hawaii creates, manages, and supports IT solutions for USINDOPACOM, its mission and its 5,000+ customers throughout the Pacific theater. Our team solves challenging technical problems that enable our Customer to realize critical and time sensitive C2 strategies.


Essential Job Duties

Enterprise Service Desk Specialists are responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services and network issues within the supported environment. Document and assess incidents and service requests, perform initial data-gathering, identification, troubleshooting and resolution if capable. Create, review, track and maintain detailed service records within ticketing system to effectively identify requests, progress, and resolutions.  The ideal candidate can effectively communicate with customers, team members, and leadership, regarding request status, escalations, impacts, and resolutions.

 

  • Fields and responds to user inquiries via appropriate communication methods (e.g., in-person, phone, email, desktop VTC).
  • Reviews ticket queues and provides timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
  • Sets up user, administrator, and service accounts (including group membership, email, distribution lists and file shares).
  • Provides guidance, recommendations, assistance, and relevant training to end-users.
  • Performs systems/network monitoring of the relevant enclaves; monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages.
  • Coordinates response and escalation of requests in accordance with established processes and procedures.
  • Ensures facility, IT systems, equipment and related data are secured in accordance with security policies and regulations.
  • Properly identifies and labels systems and data according to classification guidelines.
  • Maintains current knowledge of relevant hardware and software applications as assigned.
  • Maintains system documentation.
  • Participates in the development and implementation of job-related procedures and standards. Able to assist with process development, modifications/updates, and improvements.
  • Capable of providing work leadership to less-experienced personnel.
  • Participates in special projects and tasks as required.

 


Minimum Requirements

  • Active SECRET DoD security clearance 
  • Associate degree in a related field and a minimum of four (4) years of IT work experience.
  • DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP)
  • Ability to support 24/7 operations.
  • Prior experience using Service Desk software (e.g., Jira, Remedy, ServiceNow)
  • Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting and support.
  • Comprehensive knowledge of Layer 1, 2, 3 equipment and protocols (e.g., routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software.)
  • May require professional certification within 90 days in one or more specific technologies, depending on job assignment.

Preferred Qualifications

  • Comprehensive knowledge of operating systems (e.g., Windows, Linux) and applications (e.g., Exchange, SQL Server, TEAMS, WSUS).
  • Relevant IT Certification (e.g., Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, VMware)

Work Environment

  • Working conditions are normal for an office environment.
  • Fast paced, deadline-oriented environment.
  • May require periods of non-traditional working hours including consecutive nights or weekends.

 

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.

  • Active SECRET DoD security clearance 
  • Associate degree in a related field and a minimum of four (4) years of IT work experience.
  • DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP)
  • Ability to support 24/7 operations.
  • Prior experience using Service Desk software (e.g., Jira, Remedy, ServiceNow)
  • Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting and support.
  • Comprehensive knowledge of Layer 1, 2, 3 equipment and protocols (e.g., routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software.)
  • May require professional certification within 90 days in one or more specific technologies, depending on job assignment.

Enterprise Service Desk Specialists are responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services and network issues within the supported environment. Document and assess incidents and service requests, perform initial data-gathering, identification, troubleshooting and resolution if capable. Create, review, track and maintain detailed service records within ticketing system to effectively identify requests, progress, and resolutions.  The ideal candidate can effectively communicate with customers, team members, and leadership, regarding request status, escalations, impacts, and resolutions.

 

  • Fields and responds to user inquiries via appropriate communication methods (e.g., in-person, phone, email, desktop VTC).
  • Reviews ticket queues and provides timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
  • Sets up user, administrator, and service accounts (including group membership, email, distribution lists and file shares).
  • Provides guidance, recommendations, assistance, and relevant training to end-users.
  • Performs systems/network monitoring of the relevant enclaves; monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages.
  • Coordinates response and escalation of requests in accordance with established processes and procedures.
  • Ensures facility, IT systems, equipment and related data are secured in accordance with security policies and regulations.
  • Properly identifies and labels systems and data according to classification guidelines.
  • Maintains current knowledge of relevant hardware and software applications as assigned.
  • Maintains system documentation.
  • Participates in the development and implementation of job-related procedures and standards. Able to assist with process development, modifications/updates, and improvements.
  • Capable of providing work leadership to less-experienced personnel.
  • Participates in special projects and tasks as required.

 

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