Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

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.


5-190607-9161: Cyber Center Help Desk Specialist II
LocationU.S. - Arizona - Fort Huachuca
Open Date6/13/2019
  
JOB DESCRIPTION

STG, a wholly owned subsidiary of SOS International LLC (SOSi), is seeking a Cyber Center Help Desk Specialist II in Ft. Huachuca, AZ. The ideal candidate is someone who will support the RCC-C, which provides cutting-edge technology in an enterprise environment. The ideal candidate is someone who will possess experience in inside sales or customer service with some supervisory or shift lead experience.

ESSENTIAL JOB DUTIES
• Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting
• Resolve Incidents in accordance with documented procedures
• Perform Quality Assurance follow-up with customers/end users
• Perform shift lead duties in accordance with documented procedures
• Prioritize emails in team mailbox
• Review analysts’ VIP, critical and high priority tickets for accuracy
• Maintain and update the shift log
• Monitor email and issue trends for master ticket creation
• Monitor dispatch queues to ensure analysts’ responses are timely
• Monitor staffing
• Address concerns that arise during shift
• Provide reporting as needed
• Maintain a professional demeanor with military, civilian and contractor customers

MINIMUM REQUIREMENTS

    • HS +2 years of inside sales or customer service experience or AA/AS or BA/BS
    • Active interim secret clearance or higher
    • Must be able to work in a dynamic environment where requirements shift routinely
    • Must be able to type a minimum of 40 WPM
    • Experience with Microsoft Office products (Word, Excel, Outlook)
    • Strong verbal and written communication skills
    • Excellent people and phone skills, with the ability to prioritize and multi-task
    • Must be able to work all shifts to include Days (0555-1425), Swings (1355-2225) and Midnights (2155-0625), as required
    • Must be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.

    ADDITIONAL INFORMATION

    DESIRED QUALIFICATIONS
    • Supervisory or shift lead experience
    • Attention to detail
    • Ability to remain calm under pressure
    • Fluency in a foreign language.

    WORK ENVIRONMENT
    • Normal office working conditions with possible requirement to lift and/or move objects or packages of up to 25 lbs.
    • Periods of non-traditional working hours including consecutive nights or weekends when necessary.