Enterprise Service Desk Specialist

2 weeks ago

Pearl Harbor, United States SOSi Full time

Job Summary

SOSi is seeking an experienced Enterprise Service Desk Specialist to join our team in a fast-paced, deadline-oriented environment. As an Enterprise Service Desk Specialist, you will be responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services, and network issues within the supported environment.

Key Responsibilities

  • Incident Management
    • 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
  • Communication
    • Effectively communicate with customers, team members, and leadership regarding request status, escalations, impacts, and resolutions
  • Technical Support
    • Fields and responds to user inquiries via appropriate communication methods
    • Reviews ticket queues and provides timely updates, including reports on ticket status
    • 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, including reviewing server/service/network performance, availability, planned, and unplanned service outages
    • Coordinates response and escalation of requests in accordance with established processes and procedures
  • Security and Compliance
    • 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
  • Professional Development
    • 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

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)

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