Service Desk Technician
• Posted 3 hours ago • Updated 3 hours ago
SOS International LLC (SOSi)
Dice Job Match Score™
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Job Details
Skills
- Leadership
- Decision-making
- Customer Service
- Call Center
- Service Desk
- Active Directory
- Printers
- Operating Systems
- COTS
- Network
- Tier 1
- Microsoft
- Laptop
- Testing
- Writing
- Uploading
- ServiceNow
- Database
- Management
- Mobile Device Management
- Mobile Devices
- Tier 2
- SSD
- Computer Networking
- DevOps
- Information Assurance
- Security Clearance
- Customer Engagement
- Microsoft Windows
- Microsoft Office
- Information Technology
- Microsoft Certified Professional
- Fluency
- Multilingual
- Help Desk
Summary
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Description
Overview
The SOSi team is growing in Europe, and we are looking for talented and dedicated Service Desk Techniciansto support an IT program based in Wiesbaden, Germany. SOSi is a family-owned government contractor with a long history of providing technical solutions to customers performing challenging missions.
Essential Job Duties
Serves as the initial point of contact for both onsite and remote end user requests and respond swiftly and appropriately based on self-determined severity of incidents. Responsible for front line customer technical service support, responding to and resolving computer, printer, and software issues. Customers contact the service desk in person, by phone, using Service Now, or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Tier 1 level are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.
Provide participants and staff with responsive, qualified, and knowledgeable IT Call Center and technical service support. Service Desk Techs support requests may be received in person, over the telephone, by email, or via Service Now. The Service Desk Technician shall enter telephone request calls, emails, and in-person requests into the ticket system.
Tier 1 Support Service includes but are not limited to:
- Managing Active Directory User Accounts and groups.
- Install and troubleshoot all Government-approved IT equipment such as desktops, monitors, printers.
- Physically deploy, relocate and/or replace IT equipment. This may require an individual to lift equipment up to 50 pounds.
- Install and troubleshoot all Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.
- Demonstrate how to login to the network, save and retrieve files, how to find course materials, and how to effectively use all of the IT resources available, as required by the Government.
- Provide Tier 1 support, to include all sections of SSD such as Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.
- Tier 2 Support Services include Tier 1 services plus:
- Upload Microsoft Baseline Images onto user laptops, Manage 3rd party software updates and patches, containers and schedules.
- Manage test groups for Windows and 3rd party software updates and patches, and ensure testing is completed based on documented SOPs. Responsible for writing standard practice procedures and uploading and maintaining SPPs in the Service Now Knowledge Database.
- Assist with managing the Mobile Device Management system for all approved mobile devices in accordance with documented SOPs.
- Provide Tier 2 support to all sections of SSD including Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.
Qualifications
Minimum Requirements
- An active in-scope SECRET security clearance.
- 3 years of experience.
- IAT I certification.
- CE Windows 10 and/or MS 365 certified.
- Microsoft 365 Certified: Modern Desktop Administrator Associate or newer equivalent. (MD-102)
- Must be approved by the USG and qualify as a Technical Expert under the U.S. SOFA in Germany.
Preferred Qualifications
- Bachelor's Degree in Information Technology (IT) or a related field and 3yrs of recent specialized experience.
- MCP.
- Fluency in a foreign language is desirable, but not required.
Additional Information
Work Environment
- Working conditions are normal for an office environment.
- Fast paced, deadline-oriented environment.
- The Helpdesk hours of operation are 7:00 a.m. to 6:00 p.m. Monday through Friday.
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
- Dice Id: 10237746
- Position Id: 3743990011267479
- Posted 3 hours ago
Company Info
Since 1989, SOSi has provided specialized services supporting the national security interests of the United States and the security and stability needs of its allies.
We excel at providing logistics, construction, training, intelligence and information technology solutions to our clients in the defense, diplomatic, intelligence and law enforcement communities.
Decades of successful business have earned SOSi a well-deserved reputation for reliability and excellence in the government contracting industry. Originally founded to provide specialized language support to the law enforcement community, SOSi has grown into a diverse company with a broad portfolio of clients and service offerings. Our ability to enter new markets and deliver integrated solutions to complex challenges has been the hallmark of our growth into a large business with global reach.
Since 2002, SOSi s compounded annual growth rate has exceeded 30%, fueled by growth and diversification of SOSi s core businesses. In 2016, SOSi made its first acquisition, adding New World Solutions (NWS) to the portfolio of SOSi companies. NWS enhances SOSi s intelligence service offerings, adding highly sought after capabilities in data and imagery science, overhead persistent infrared (OPIR) and cyber solutions.
Whether the mission involves systems engineering and intelligence analysis supporting the U.S. military in Europe or operating bases that house thousands of clients in Iraq, we re ready to go where you need us.
At SOSi, it s always Challenge Accepted!
SOSi s unique approach to business features:
-An experienced team For over a quarter century, SOSi has delivered quality program management. We have proven business processes, corporate infrastructure and credentialed professionals that ensure project success.
-A client-centric approach As a family owned business, we bring a passion and commitment to our customers jobs that companies with institutional or public ownership simply do not offer. We are personally vested in our customers' success.
-Fully integrated solutions We do more than just staff a project. We develop holistic solutions that meet our customers needs. Innovation, efficiency and quality are the hallmarks of our work.
-An international perspective With experience in over 30 countries across Latin America, Europe, Africa, the Middle East and Asia, SOSi understands how to manage complex projects both at home and abroad.
-Willingness to take calculated risks SOSi is as comfortable working in the national capital region of the United States as it is supporting its clients in remote, austere and dangerous places. We go wherever you need us.
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