*Contingent upon Task Order Award*
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 methods (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.
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.