Service Desk Administrator I - Secret Clearance

About the Role
Working across the globe, this role involves providing front line customer service desk support for computer, printer, and network issues. The primary responsibilities include responding to and resolving queries from customers who contact the Service Desk in person, by phone, via Remedy, or through email. The position requires quick decision-making and detailed task management to ensure unresolved work orders are efficiently assigned to the appropriate IT groups. Excellent customer service skills are mandatory, as the role involves significant personal interaction and troubleshooting.

Responsibilities

• Serve as the primary support and interface with site Information Management Officers (IMO) to ensure efficient utilization of all Service Desk resources.
• Provide immediate on-site support to customers who visit the Service Desk.
• Conduct telephone customer support for incoming and follow-up calls aimed at initial troubleshooting.
• Work 12-hour shifts utilizing Remedy call management software and other tools to log and manage trouble tickets, accurately determining call routing for issues not solvable at the Service Desk.
• Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master and setup with Microsoft Office 2007, along with other site-authorized software.
• Create logon and email accounts using Microsoft Exchange Server and User Manager while managing Network Services with Server Manager, Print Queue Management, and CISCO VMPS Administration.
• Collaborate within a small continuous improvement-focused team, tracking and documenting work to facilitate accurate reporting of all Service Desk activities.
• Complete all tasks and assignments as requested by Supervisors and Management.
• Perform additional duties and assignments as required.

Qualifications

• Security Clearance:

  • Requires an active Secret Clearance.

• Education / Certifications:

  • High School Diploma or GED required.

  • Candidates must adhere to DoD 8570.01M, maintaining at least one baseline certification and one computing environment (CE) certification. Baseline certifications cannot be used as a Computing Environment (CE) certification.

  • Baseline Certifications: (at least one required)

    • Cisco: CCNA Security
    • Cisco: CCNP Security
    • CompTIA: A+ ce
    • CompTIA: CASP+ ce
    • CompTIA: CySA+ ce
    • CompTIA: Network+ ce
    • CompTIA: Security+ ce
    • GIAC: GCED
    • GIAC: GCIH
    • GIAC: GICSP
    • GIAC: GSEC
    • ISACA: CISA
    • ISC2: CISSP

  • Computing Environment (CE) Certifications: (at least one required)

    • CompTIA: Server+
    • Microsoft Certifications (various levels from Associate to Expert) in areas like 365, Azure, Security, Endpoint Administration, and more.

• Experience:

  • Minimum of three years of experience in a customer service environment required.
  • Experience in a Service Desk environment is preferred.
  • Excellent customer service skills are essential.

Working Environment

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

Physical Requirements

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

Benefits

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

Equal Employment Opportunity
We are deeply committed to equal employment opportunity and fostering an inclusive and diverse workplace. All individuals are treated with fairness, respect, and dignity, and we recognize the value that comes from a diverse workforce. This commitment, aligned with our core values of Integrity, Respect, and Responsibility, encourages innovation and enhances our success in the global marketplace.