SOS International LLC (SOSi), is currently seeking an ARC 24x7 Shift Lead located at Ft. Huachuca, AZ. The ARC 24x7 Shift Lead reports to the ARC Team Lead and performs as the ARC 24x& Shift Lead. The ideal candidate will possess experience in inside sales or customer service.

• Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting.
• Evaluates incident details and assigns criticality per Incident Prioritization Matrix.
• Transfers tickets into appropriate technical queues for remediation.
• Resolve Incidents/Tickets in accordance with documented procedures.
• Perform Quality Assurance follow-up with customers/end users.
• Comply with documented processes and procedures.
• Coordinate with technical teams and Operations Bridge Managers to support Situational Awareness across the RCC-C.
• Provide reporting as needed.
• Maintain a professional demeanor with our military, civilian and contractor customers.
• Manage 24x7 shift personnel, acting as an escalation point for technical and personnel issues.
• Maintain the 24x7 schedule to ensure full coverage to ensure full mission capability.
• Provide guidance and technical direction to lower level employees.
• Use problem management database and help desk systems, if required.
• Use BMC Remedy for all helpdesk ticket actions.
• Follow ITIL best practices to manage tickets and processes.
• Develop and/or maintain SOPs, TTPs, and SmartBooks associated with current knowledge of relevant technologies as assigned.
• Participate in special projects as required.
• Collaborate with GTMs, Branch Chiefs, Division Chiefs and RCC-C Leadership.

• Active in scope SECRET clearance or the ability to obtain Interim SECRET eligibility
• HS +8 years of inside sales or customer service or help desk experience or AA/AS +6 or BA/BS +4
• An IAT I certification (A+CE, CCNA-Security, CND, Network+CE, or SSCP) is required
• Strong verbal and written communication skills
• Excellent people and phone skills
• Ability to prioritize and multi-task
• Experience with Microsoft Office products (Word, Excel, Outlook)
• Type a minimum of 40 wpm
• Work within a dynamic environment where requirements shift routinely
• Must be able to work all shifts to include Days (0555-1425), Swings (1355-2225) and Mids (2155-0625)
• Must be able to work weekends and holidays, as required
• Schedule is subject to change in order to fulfill the needs of the mission

• ITIL Foundations Certification
• Attention to detail and the ability to remain calm under pressure.
• Fluency in a foreign language is desirable, but not required.

• 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 (if applicable)

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.