SOS International, LLC (SOSi) is currently looking for an experienced Enterprise Service Desk Specialist in Honolulu, HI. The ideal candidate will have experience with enterprise help desk.

Responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving hardware and software issues within the supported environment. Diagnose, document, and assess problems with IT equipment and IT applications. Perform initial data-gathering, identification, troubleshooting and correction of issues. Create, review, track and maintain detailed service records within ticketing system to effectively identify issues, progress, and resolutions.

Effectively communicate with end-users, customers and team members regarding issue status and escalations, outages, and maintenance windows (periods of reduced performance). Field and respond to user inquiries via appropriate communication method (e.g., in-person, phone, email, desktop VTC).

Perform systems/network monitoring of the relevant enclaves. Monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages. Able to coordinate response with IT support personnel according to established processes and procedures.

Ensure facility, IT systems, equipment and related data are secured in accordance with security policies and regulations. Able to properly identify and label systems and data according to classification guidelines. Able to document approved techniques and procedures.

• Reviews ticket queues and provide timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
• Sets up user, administrator, and service accounts (including group membership, email, distribution lists and file shares).
• Assist with equipment, software (application) preparation and installs.
• Provides guidance, recommendations, assistance, and relevant training to end-users.
• Maintains current knowledge of relevant hardware and software applications as assigned.
• Maintains system documentation.
• Perform systems/network maintenance (patching/patch management) per guidelines.
• Develops scripts and tools to automate and improve user support activities.
• Participates in the development and implementation of job-related procedures and standards. Able to assist with process development, modifications/updates, and improvements.
• Participates in and may lead aspects of system/network installations and upgrades.
• May provide work leadership to less-experienced network personnel.
• Participates in special projects as required.

• An active in-scope SECRET security clearance 
• Associate degree in a related field (or the equivalent years of related experience) AND a minimum of six (6) years of IT work experience.
• DoD 8570 IAT level I compliant (A+ CE, CCNA-Security, CND, Network+ CE, or SSCP)
• Ability to support 24/7 operations.
• Prior Help Desk/software experience (e.g., Jira, Remedy, ServiceNow)
• Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting and support.
• Comprehensive knowledge of operating systems (e.g., Windows, Linux) and applications (e.g., Exchange, SQL Server, TEAMS, WSUS).
• 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 with in 90 days in one or more specific technologies, depending on job assignment.

• Relevant IT Certification (e.g., Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, VMware)
• 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,

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.