Challenge Accepted
Help Desk Representative
Location
Florida
Posted
108 days ago
Salary
0
Seniority
Senior
Job Description
Help Desk Representative
SOSi
• Support mission requirements for a structured approach to further develop, integrate, and sustain a scalable data ecosystem. • Manage global authentication support operations, ensuring efficient troubleshooting of user access issues. • Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures. • Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA. • Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. • Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.
Job Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Or, three (3) years of equivalent experience in IT support.
- Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
- Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.
- Possess the knowledge and capability to provide technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues.
- Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
- Strong skills in incident resolution, remote desktop support, and end-user assistance are required.
Benefits
- Employees can work remotely
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