Service Desk Administrator (IT Help Desk) (Camp Arifjan, Kuwait) - Active Secret Clearance Required

About the Role / About the Job
The company is looking for a Service Desk Administrator to work in Camp Arifjan, KW. This position provides front-line customer service desk support, responding to and resolving computer, printer, and network issues. Customers contact the Service Desk in-person, by phone, using ServiceNow, and/or by sending emails. The role requires quick decision-making and detailed task management to ensure unresolved work orders are promptly assigned to the appropriate IT groups. Excellent customer service skills are essential.

Responsibilities

• Provide primary support and interface with site Information Management Officers (IMO) to ensure efficient utilization of Service Desk resources; assist the IMO with computer, network, and software management for the site and users.
• Respond immediately to all customers approaching the Service Desk; engage in troubleshooting, exchange information, assist with ticket submission and resolve issues.
• Provide telephone customer support for incoming and follow-up calls, performing initial troubleshooting.
• Work 12-hour shifts using ServiceNow call management software and other tools to log and manage trouble tickets; accurately determine call routing for unresolved tickets.
• Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master and setup Microsoft Office 2007, also troubleshooting other authorized software with IMOs and users.
• Create logon and email accounts using Microsoft Exchange Server and User Manager; manage Network Services with Server Manager, Print Queue Management, and CISCO VMPS Administration.
• Collaborate within a small, continuous improvement-focused team.
• Track and document work performed for accurate reporting of Service Desk activities.
• Complete all tasks and assignments from Supervisors and Management.
• Perform additional 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, ability to obtain and maintain an International Driver’s Permit (IDP), valid U.S. driver’s license, and the ability to pass a police clearance check and medical qualifications.
• Prerequisites for in-country applicants: valid U.S. passport, valid 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.
• Must pass detailed medical and dental exams.
• Must complete CONUS Replacement Center (CRC) Training for deployment overseas.
• Working knowledge of Microsoft Office software is required.
• Strong customer service skills are mandatory.
• Certifications:
  This position requires adherence to DoD 8570.01-M; candidates need at least one (1) baseline certification and one (1) computing environment (CE) certification. Authorized certifications are:
  IAT Level I Baseline:
  • Cisco: CCNA: Certified Network Associate - Security
  • Cisco: CCNP: Certified Network Professional - Security
  • CompTIA: A+ ce
  • CompTIA: CASP+ ce: Advanced Security Practitioner (ended 17 Dec 2024)
  • CompTIA: Network+ ce
  • CompTIA: Security+ ce
  • CompTIA: SecurityX ce
  • GIAC: GCED: Certified Enterprise Defender
  • GIAC: GCIH: Certified Incident Handler
  • GIAC: GICSP: Industrial Cyber Security Professional
  • GIAC: GSEC: Security Essentials
  • ISACA: CISA: Certified Information Systems Auditor
  • ISC2: CISSP (or Associate): Certified Information Systems Security Professional
  • ISC2: SSCP: Systems Security Certified Practitioner
    Computing Environment (CE) Certification:
  • CompTIA: Server+.
  • Microsoft certifications including MCSA (Windows 10, Windows Server 2012/2016), MCSE, and several others related to Azure, SQL, and Office management.

Job ID
2026-26297
Work Type
On-Site

Benefits

• Access to comprehensive benefits and competitive pay.
• Opportunities for growth and excellent retirement options.