IT Support Technician

SOSi is currently seeking an experienced Systems Administrator to join our team in Joint Base Pearl Harbor Hickam, Honolulu, Hawaii. The customer based out of Honolulu, Hawaii creates, manages, and supports IT solutions for our customers, its mission and its 5,000 customers throughout the Pacific theater. Our team solves challenging technical problems that enable our customers to realize critical and time sensitive C2 strategies.

The Systems Administrator is responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services and network issues within the supported environment. Document and assess incidents and service requests, perform initial data-gathering, identification, troubleshooting and resolution if capable. Create, review, track and maintain detailed service records within ticketing system to effectively identify requests, progress, and resolutions.  The ideal candidate can effectively communicate with customers, team members, and leadership regarding request status, escalations, impacts, and resolutions.

• Fields and responds to user inquiries via appropriate communication methods (e.g., in-person, phone, email, desktop VTC).
• Reviews ticket queues and provides timely updates including reports on ticket status (e.g., tickets open, tickets closed, time-to-close).
• Sets up user, administrator, and service accounts (including group membership, email, distribution lists and file shares).
• Provides guidance, recommendations, assistance, and relevant training to end-users.
• Performs systems/network monitoring of the relevant enclaves; monitoring duties may include reviewing server/service/network performance, availability, planned and unplanned service outages.
• Coordinates response and escalation of requests in accordance with established processes and procedures.
• Ensuring facility, IT systems, equipment and related data are secured in accordance with security policies and regulations.
• Properly identifies and labels systems and data according to classification guidelines.
• Maintains current knowledge of relevant hardware and software applications as assigned.
• Maintains system documentation.
• Participates in the development and implementation of job-related procedures and standards. Able to assist with process development, modifications/updates, and improvements.
• Utilize existing Government system to accurately track all IT hardware and software assets within each domain.
• Assist domain Supply Chain and Configuration managers with maintenance of domain IT asset property accountability for all domain IT assets.
• Install, configure, and maintain server hardware and software.
• Perform regular system updates and patches to ensure security and stability.
• Monitor server performance and troubleshoot issues as they arise.
• Manage server backups and disaster recovery plans.
• Monitor network performance and ensure optimal operation.
• Perform network troubleshooting and resolve connectivity issues
• Provide technical support to end-users for hardware, software, and network issues.
• Respond to and resolve help desk tickets in a timely manner.
• Ensure that all systems are secure and comply with organizational policies and industry standards.
• Conduct regular security audits and vulnerability assessments.
• Assist in efficient and effective receipt, storage, issue, delivery, and turn-in of equipment and software.
• Support the existing request, approval, delivery, and excess process for each domain-level activity.
• Provide work leadership to less-experienced personnel.
• Participates in special projects and tasks as required.

• Active SECRET DoD security clearance and US Passport
• Associates degree with a minimum of 2-4 years of experience with IT Support such as Network or Server Management, Asset Management, or Life Cycle Maintenance of IT software/hardware.
• DoD 8570 IAT-II compliant (Security CE, CCNA-Security, CND, CySA , GICSP, GSEC, or SSCP)
• Ability to support 24/7 operations.
• Prior experience using Service Desk software (e.g., Jira, Remedy, ServiceNow)
• Familiarity of the principles, methods, and techniques used in IT administration, troubleshooting and support.
• Familiarity of Layer 1, 2, 3 equipment and protocols (e.g., routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software.)
• May require professional certification within 90 days in one or more specific technologies, depending on job assignment.

• Comprehensive knowledge of operating systems (e.g., Windows, Linux) and applications (e.g., Exchange, SQL Server, TEAMS, WSUS).
• Relevant IT Certification (e.g., Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, VMware)

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.
• May require periods of non-traditional working hours including consecutive nights or weekends.

SOSi does not discriminate against job applicants or employees on any legally recognized basis including, but not limited to age, race, color, religion, national origin, genetic information, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or any other characteristic protected by applicable U.S. federal, state, and local laws.