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

About the Role
The Service Desk Administrator provides essential front-line customer service desk support, addressing computer, printer, and network issues for users at Camp Arifjan, KW. This role requires swift decision-making and detailed task management to ensure unresolved work orders are promptly assigned to the appropriate IT groups. Strong customer service skills are critical for success in this position.

Responsibilities

• Serve as the primary support interface with site Information Management Officers (IMO), ensuring efficient utilization of all Service Desk resources. Assist the IMO with daily computer, network, and software management functions for the site and users.
• Provide immediate on-site response for customers visiting the Service Desk, engaging in troubleshooting, providing information, and assisting with ticket submissions.
• Deliver telephone customer support for incoming and follow-up calls, focusing on initial troubleshooting.
• Potentially work 12-hour shifts using ServiceNow call management software to log and manage trouble tickets, accurately determining call routing for tickets that need escalation.
• Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master and Microsoft Office 2007, along with other authorized site software in collaboration with IMOs and users.
• Create logon and email accounts through Microsoft Exchange Server and manage network services, including Print Queue Management and CISCO VMPS Administration.
• Collaborate within a continuous improvement-focused team.
• Document tracked work to enable accurate reporting of all Service Desk activities.
• Complete all tasks and assignments as directed by Supervisors and Management.
• Undertake additional duties and assignments as necessary.

Qualifications

• Must be a US citizen with an active Secret clearance or higher.
• High school diploma or GED, with a minimum of one (1) year of experience in a service desk/help desk environment.
• 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, must pass a police clearance check and medical qualifications.
• For in-country applicants: valid U.S. passport, valid IDP or Kuwait-issued driver's license, valid U.S. driver's license, medical qualifications, current visa sponsor and employer identification, and copy of Civil ID and/or work visa.
• Must pass a detailed medical and dental exam.
• Must complete CONUS Replacement Center (CRC) Training for overseas deployment.
• Proficient in Microsoft Office software.
• Strong customer service skills required.
• Certifications:
  • Candidates must adhere to DoD 8570.01-M, maintaining at least one (1) baseline certification and one (1) computing environment (CE) certification.
  • 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 (ending 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: 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: 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

Any clearance requirements for this position are established by the government contract.

Work Type
On-Site

Benefits
Our organization offers a rewarding work environment that acknowledges your skills and contributions while providing:

• Competitive pay
• Comprehensive benefits packages
• Growth opportunities
• Excellent retirement options
• Commitment to the values of innovation and diversity.