Service Desk Administrator (IT Help Desk) - Camp Buehring, Kuwait (Secret C

at  Akima LLC

Overview:
Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by 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 Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.

Responsibilities:

• Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner
• Assists the IMO with daily functions of computer, network and software management for the site and all users
• Provides immediate response to all customers who come to the Service Desk Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
• May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets
• Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk
• Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007
• Troubleshoots all other site authorized software with IMOs and users
• Creates logon and email accounts using Microsoft Exchange Server and User Manager
• Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration
• Works within a small continuous improvement focused team
• Tracks and documents work performed to allow accurate reporting of all Service Desk activities
• Completes all tasks and assignments as requested by Supervisors and Management
• Performs other duties and assignments as required

Qualifications:

• Must be a US citizen with an active Secret clearance, or higher level, security clearance
• High school diploma or GED with at least one (1) year experience in a service desk/help desk environment
• Prerequisite requirements for State-side applicants: valid U.S. passport, must be able to obtain and maintain an International Driver’s Permit (IDP), valid U.S. driver’s license, and the ability to successfully pass a police clearance check and medical qualifications
• Prerequisites for in-country applicants: valid U.S. passport, valid International Driver’s Permit (IDP) or Kuwait-issued driver’s license, valid U.S. driver’s license, medical qualifications, self-identify current visa sponsor & employer, and a copy of your Civil ID and/or work visa
• You must be able to meet all health requirements, including but not limited to, current and future vaccination requirements for infectious diseases such as COVID-19
• Must be able to pass a details medical and dental exam
• Must be able to complete CONUS Replacement Center (CRC) Training for deployment overseas
• Must have a working knowledge of Microsoft Office software
• Demonstrated strong customer service skills are mandatory

• Excellent interpersonal skills are required

Requires candidates to adhere to DoD 8570.01-M: all candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:

• IAT Level I Baseline:
• CompTIA A+ CE, Network+ CE, SSCP, CCNA-Security, CND, or a higher level (IAT II/III) compliant certification.
• Computing Environment (CE):
• CompTIA: Server+.
• Microsoft: 365 Certified: Modern Desktop Administrator Associate.
• Microsoft: MCSA: Windows 10.
• Microsoft: MCSA: Windows Server 2012.
• Microsoft: MCSA: Windows Server 2016.
• Microsoft: MCSE: Cloud Platform and Infrastructure.
• Microsoft: MCSE: Enterprise Devices and Apps.
• Microsoft: MCSE: Private Cloud 2012.
• Microsoft: MCSE: Server Infrastructure 2012.
• Microsoft: MCT: Certified IT Professional.
• Microsoft: MCT: Certified Systems Administrator.
• Microsoft: 365 Certified: Endpoint Administrator Associate.
• Microsoft: 365 Certified: Enterprise Administrator Expert.
• Microsoft: 365 Certified: Messaging Administrator Associate.
• Microsoft: 365 Certified: Modern Desktop Administrator Associate.
• Microsoft: 365 Certified: Security Administrator Associate. Microsoft: Certified: Azure Administrator Associate.
• Microsoft: Certified: Azure Database Administrator Associate.
• Microsoft: Certified: Azure Security Engineer Associate.
• Microsoft: Certified: Azure Solutions Architect Expert.
• Microsoft: Certified: Identity and Access Administrator Associate.
• Microsoft: Certified: Information Protection Administrator Associate.
• Microsoft: Certified: Security Operations Analyst Associate.
• Microsoft: MCSA: SQL 2016 Database Admin.
• Microsoft: MCSA: SQL 2016 Database BI Development.
• Microsoft: MCSA: SQL 2016 Database Dev.
• Microsoft: MCSE: Core Infrastructure.
• Microsoft: MCSE: Database Management and Analytics.
• Microsoft: MCSE: Productivity Solutions Expert.

• Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner
• Assists the IMO with daily functions of computer, network and software management for the site and all users
• Provides immediate response to all customers who come to the Service Desk Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
• May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets
• Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk
• Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007
• Troubleshoots all other site authorized software with IMOs and users
• Creates logon and email accounts using Microsoft Exchange Server and User Manager
• Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration
• Works within a small continuous improvement focused team
• Tracks and documents work performed to allow accurate reporting of all Service Desk activities
• Completes all tasks and assignments as requested by Supervisors and Management
• Performs other duties and assignments as require