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Help Desk Technician (Rock Island, IL)

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.

5-190917-9593: Help Desk Technician (Rock Island, IL)
LocationUnited States
Open Date9/17/2019

STG, a wholly-owned subsidiary company of SOS International LLC (SOSi), is seeking a Help Desk Technician to support the US Army in Rock Island, IL.  The ideal candidate will possess experience in supporting and maintaining in-house computer systems, desktops, and peripherals.


  • Support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.

  • Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

  • Evaluate, prioritize and respond to service requests with a resolution. 

  • Perform analysis and diagnosis of routine PC problems for end users, and recommend and implement solutions. 

  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products

  • Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal

  • Construct, install, and test customized configurations based on various platforms and operating systems

  • Monitor and test PC performance and provide statistics and reports

  • Perform PC, hardware and peripheral equipment improvements, upgrades, and repairs

  • Maintain communications with end users to ensure systems continually meet business needs

  • Place vendor service calls when necessary to resolve hardware or software failures

  • Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives while maintaining the security and integrity of the data, system and network

  • Generate metrics, project status reports and operating status reports for management and team members

  • Provide service desk and technical support to users

  • Perform routine problem analysis and resolution design for systems and applications

  • Support, communicate, reinforce and defend the mission, values and culture of the organization

  • Receive inbound service requests via email and telephone

  • Create service tickets and manage workload in a team ticketing queue

  • Support desktop systems through break fix support and life cycle replacement efforts

  • Support VTC connections for local and remote customers

  • Support customers with VSAT related connection and configuration issues

  • Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required

  • Evaluate, prioritize and respond to service requests with a resolution in a timely manner

  • Provide input for team processes and procedures

  • Perform periodic computer maintenance

  • Generate metric reports and operating status reports for customers and management

  • Security Clearance: Secret

  • Education: High School Diploma

  • Certifications: DoD 8570 IAT-II certification required (Security+ preferred)

  • 2+ years of directly related experience in IT support (2 years of related education may substitute for years of experience)

  • Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
  • Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications

  • Strong verbal, written and interpersonal communication skills

  • Ability to work independently as well as cooperatively in a team-oriented environment

  • Ability to successfully interact with all levels of management, other IT professionals and end users

  • Strong analytic and problem-solving skills





  • Associates or Bachelors degree in a related field

  • 5+ years of directly related experience in IT support

  • Experience in a military enterprise IT environment

  • Fluency in a foreign language


  • Normal office working conditions

Company Name:
Security Clearance:
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United States
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