Service Desk Technician

The SOSi team is growing in Europe, and we are looking for talented and dedicated Service Desk Technicians to 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.

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.

• 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.

• 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.

• 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.

All interested individuals will receive consideration and will not be discriminated against for any reason.