Help Desk Specialist

Job Locations US-FL-Miami
Job Post Information* : Posted Date 3 months ago(5/4/2022 10:00 AM)
Location : Location
Potential for Remote
Clearance Requirement
Job Requires Relocation
Job Requires Relocation


SOS International LLC (SOSi) is currently seeking an experienced Help Desk Specialist to join our team in Miami,FL, United States.  The Help Desk Specialist will be responsible for Tier I & II support.


  • Responsible for fielding phone calls and emails and creating trouble tickets.
  • Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets.
  • Provide phone and in-person support to users.
  • Serve as the initial point of contact for troubleshooting hardware/software PC,  printer, and mobile phone problems.
  • Escalate tickets to the appropriate team.
  • Ensure all tickets are updated with accurate information. 
  • Communicate technical issues and resolutions with clients and keep IT Task Lead in the loop.
  • Train and mentor clients as needed to ensure their success within the team.
  • Image desktops and conduct back ups.


  • An active in-scope SECRET security clearance 
  • High school diploma or equivalent.
  • Bilingual Spanish
  • Minimum of two (2) years of help desk/technical support experience.
  • Minimum of one (1) year Software Support: Microsoft OS, Office Suite and IBM Sametime.
  • Minimum of two (2) years Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc..
  • Ability to work in fast-paced, rapidly changing environment.
  • Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications.
  • Excellent oral and written communication skills
  • Provide support in a mission critical environement including shift work/non-standard hours, as required.

Preferred Qualifications

  • DoD experience
  • An IAT II certification (CCNA-Security, CND, CySA+, GICSP, GSEC, Security+ CE, or SSCP)
  • Experience/knowledge with DameWare
  • Fluency in a foreign language is desirable, but not required.

Working Conditions

  • 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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