Service Desk Admin I (NOSC) - Secret Clearance

About the Role
The Service Desk Administrator plays a critical role in maintaining and supporting enterprise IT systems and services. Certified at the associate specialist level in multiple disciplines, including systems, networks, and security (e.g., MCSA, CCNA-Security), this individual ensures the seamless operation of core systems through proactive monitoring, troubleshooting, and resolution of incidents and requests reported to the RCC-SWA.

Key responsibilities include performing initial assessments, triage, research, and resolution of technical issues while maintaining clear communication with customers. The Service Desk Administrator also monitors and analyzes both scheduled and unscheduled Authorized Service Interruptions (ASIs) affecting Defense Information Systems (DISA) and CENTCOM facilities. They interpret network topologies to identify and address Hazardous Conditions (HAZCON) within the Southwest Asia Area of Responsibility (AOR).

Equipped with a solid understanding of DISA guidelines and ITIL processes, the Service Desk Administrator is responsible for managing tickets throughout their lifecycle, ensuring timely updates, resolution, and customer satisfaction. This position combines technical expertise with a commitment to delivering high-quality support for mission-critical operations. Program: OMDAC-SWACA.

Benefits

• Company-paid housing and transportation.
• Completion bonus and tuition reimbursement program.

You must satisfy all host country requirements to legally work in the host country to include but not limited to the ability to obtain and maintain a host nation visa and host nation driver’s license in order to be qualified for this position.

Responsibilities

• Technical and Incident Support:
  • Provide enterprise-level technical and non-technical support for AESMP incidents and requests.
  • Act as an escalation point for complex application or system issues, offering guidance and resolution strategies.
• Incident Analysis and Reporting:
  • Deliver feedback and analysis on technical and non-technical events to internal leadership and Watch Officers.
  • Document all duty shift activities impacting theater operations, including outages, Authorized Service Interruptions (ASI), Hazardous Conditions (HAZCONs), receipt of Network Tasking Orders (NTO), and network trends or metrics.
• Customer Service Excellence:
  • Maintain a high level of customer service during support interactions, adhering to service management principles and ensuring effective communication.
• Regional Coordination:
  • Serve as the primary point of contact (POC) with Regional Network Operations Centers (NOCs), CENTCOM, and NETCOM to manage, monitor, and maintain awareness of ASIs within the RCC-SWA Area of Responsibility (AOR).
• Documentation and Standardization:
  • Provide input and updates for Site Operating Procedures (SOPs) and Work Instructions (WIs) to standardize and improve processes.
• Account and System Management:
  • Create, modify, and delete user and computer objects within Active Directory.
  • Provision, modify, and delete enterprise email accounts using DISA DEPO or the Army365 account portal.
• Service Coordination:
  • Create, modify, and coordinate ASI requests with designated organizations for theater operations.
• Work Environment:
  • Perform effectively in a fast-paced, deadline-driven environment, ensuring smooth operational continuity and swift issue resolution.
  • This role demands a combination of technical expertise, attention to detail, and the ability to collaborate across multiple stakeholders to support critical theater operations.
  • Performs other duties and assignments assigned.

Qualifications

• Security Clearance:
  • Requires an active Secret Clearance.
• Education / Certifications:
  • High School diploma or GED required. Associate’s degree in Computer Science, Management Information Systems (MIS), Information Systems (IS), Engineering, or a related field preferred.
  • This position requires candidates to adhere to DoD 8570.01M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
  • The authorized certifications for this job title are:
    • Baseline:
      • Cisco: CCNA: Certified Network Associate - Security
      • CompTIA: CySA+ ce: Cybersecurity Analyst
      • CompTIA: Security+ ce
      • EC-Council: CND: Certified Network Defender
      • GIAC: GICSP: Industrial Cyber Security Professional
      • GIAC: GSEC: Security Essentials
      • ISC2: SSCP: Systems Security Certified Practitioner
    • Computing Environment (CE):
      • Cisco: CCNA: Certified Network Associate
      • CompTIA: Server+
      • Juniper: Networks Certified Internet Specialist (Any specialization)
      • Microsoft certifications in various specialties (e.g., 365 Certified: Security Administrator Associate, MCSA: Windows 10, RHCSA: Certified Systems Administrator, etc.).
• Experience:
  • A minimum of 4 years of professional experience in roles demonstrating technical, administrative, managerial, or analytical expertise in management information systems.
  • Experience with a customer service-oriented company.
• Skills & Technology Used:
  • Army365 Portal
  • BMC Remedy (ITSM)
  • DHCP for devices and users in a worldwide WAN
  • DISA DEPO
  • DNS
  • Microsoft technologies, including Active Directory
  • Networking services for Directory
  • SharePoint workflow
  • Spectrum & Solarwinds network topology maps

Working Environment

• The work environment will be 95% indoors and 5% outdoors.
• The outdoor work environment may exceed temperatures of 100 degrees F. Candidate must be able to physically withstand extreme heat.

Physical Requirements

• Must be capable of lifting, pushing, and pulling items weighing up to 50 lbs.
• Must be capable of wearing Personal Protective Equipment (helmet and plated vest) which can weigh 25 to 40 lbs, for extended periods of time.

Diversity & Inclusion Commitment
At the company, we are deeply committed to equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.