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Enterprise Service Desk Specialist

4 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 Honolulu, Hawaii. The ideal candidate will assist users and IT personnel with tracking, prioritizing, and resolving systems, services, and network issues within the supported environment.

Key Responsibilities

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
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
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

About SOSi

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.