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POSITION OVERVIEW:

Boeing Defense, Space & Security (BDS), Space Intelligence & Weapons Systems (SI&WS) Organization seeks a Service Desk Administrator to support proprietary programs network operations for OCONUS customers. This includes support for user access to computing systems, phones, IT applications, and private network services.

BASIC QUALIFICATIONS (REQUIRED SKILLS & EXPERIENCE):

• Experience in an IT Help Desk position resolving IT issues
• Basic hardware/software troubleshooting skills
• Experience in all aspects of Windows Desktop administration (e.g. application and services, troubleshooting, application configuration, networking, user accounts, Active Directory and/or security)

PREFERRED QUALIFICATIONS (DESIRED SKILLS & EXPERIENCE):

• Familiarity with service desk ticketing systems and maintaining accurate records of user interactions, issues, and resolutions
• Experience in developing and maintaining knowledge base articles and user documentation to enhance self-service support options
• Strong collaboration skills to work effectively with IT teams in implementing changes and improvements to service desk processes
• Previous experience supporting OCONUS customers or working in a similar role within a defense or security environment

TYPICAL EDUCATION/EXPERIENCE:

Associate (Level 2): Education/experience typically acquired through advanced technical education from an accredited course of study in engineering, computer science, mathematics, physics or chemistry (e.g. Bachelor) and typically 2 or more years’ related work experience or an equivalent combination of technical education and experience (e.g. Master). In the USA, ABET accreditation is the preferred, although not required, accreditation standard.
Experienced (Level 3): Education/experience typically acquired through advanced technical education from an accredited course of study in engineering, computer science, mathematics, physics or chemistry (e.g. Bachelor) and typically 5 or more years’ related work experience or an equivalent combination of technical education and experience (e.g. PhD, Master+3 years’ related work experience). In the USA, ABET accreditation is the preferred, although not required, accreditation standard.

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in-person.
• Diagnose and resolve technical hardware and software issues, escalating complex problems to appropriate IT teams as necessary.
• Manage user accounts, permissions, and access rights in accordance with security policies and procedures.
• Provide timely and effective support for IT applications, including troubleshooting and resolving application-related issues.
• Maintain accurate records of user interactions, issues, and resolutions in the service desk ticketing system.
• Assist in the development and maintenance of knowledge base articles and user documentation to enhance self-service support options.
• Collaborate with IT teams to implement changes and improvements to service desk processes and workflows.
• Monitor service desk performance metrics and contribute to continuous improvement initiatives.