Company Overview

For 29 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.


5-190104-8353: Action Request Center Assistant Lead
LocationU.S. - Arizona - Fort Huachuca
Open Date1/4/2019
  
JOB DESCRIPTION

SOS International LLC (SOSi), is seeking an Action Request Center (ARC) Assistant Lead (AAL) to support the Regional Cyber Center - CONUS in Fort Huachuca, Arizona.

ESSENTIAL JOB DUTIES
  • Audit both tickets and performance of team members
  • Deliver training to team members, ensuring consistency and quality of work through coaching and service desk best practices
  • Resolve conflicts among the team and escalate when necessary
  • Provide reporting as needed
  • Conduct shift change briefings
  • Disseminate information from leadership to team members
  • Create Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting
  • Resolve Incidents in accordance with documented procedures
  • Escalate Incidents in accordance with documented procedures
  • Perform Quality Assurance with customers/end users
  • Work with Service Desk Shift Leads to ensure all shift responsibilities are completed
  • Ensure adherence to team, organizational and company policies and procedures
  • Assist with team building and mentoring of employees
  • Assume responsibilities of assistant team lead when necessary
MINIMUM REQUIREMENTS
  • HS +2 years of combined experience in customer service, training, auditing and coaching 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 with advanced knowledge of Excel
  • Must be able to work all shifts to include Days (0555-1425), Swings (1355-1025) and Midnights (2155-0625), as required
  • Must be able to work weekends and holidays, as required
ADDITIONAL INFORMATION

PREFERRED QUALIFICATIONS   

  • Experience in coaching others
  • Strong verbal and written communication skills
  • Excellent people and phone skills, with the ability of prioritize and multi-task
  • Knowledge of Information Technology System Management (ITSM) application
  • Experience working within a call center setting
  • CompTIA Security+ certification

WORK ENVIRONMENT

  • Work within an energetic operations center