Enterprise Service Desk Specialist

2 days ago

Pearl Harbor, United States SOSi Full time
Job Title: Enterprise Service Desk Specialist

SOSi is seeking an experienced Enterprise Service Desk Specialist to 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.

Key Responsibilities:
  • Assist 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 the ticketing system to effectively identify requests, progress, and resolutions.
  • Communicate with customers, team members, and leadership regarding request status, escalations, impacts, and resolutions.
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).
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.

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