About the Role
We are seeking a Service Desk Administrator to provide front-line customer service desk support at Camp Arifjan, KW. This role is critical in responding to and resolving computer, printer, and network issues. The Service Desk Administrator will interact with customers in person, by phone, via ServiceNow, and through emails, requiring quick decision-making and detailed task management to ensure unresolved work orders are assigned to the appropriate IT groups. Excellent customer service skills are a requirement for this position.
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Responsibilities
- Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized efficiently.
- Assist the IMO with daily functions of computer, network, and software management for the site and all users.
- Provide immediate support to all customers who come to the Service Desk, including troubleshooting, information exchange, and help with ticket submission and issues.
- Provide telephone customer support for incoming and follow-up calls used for initial troubleshooting.
- Work 12-hour shifts as required, utilizing ServiceNow call management software and other tools to log and manage trouble tickets.
- Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007, as well as all other site authorized software.
- Create logon and email accounts using Microsoft Exchange Server and User Manager and manage Network Services with Server Manager, Print Queue Management, and CISCO VMPS Administration.
- Work collaboratively within a small continuous improvement-focused team.
- Track and document work performed for accurate reporting of all Service Desk activities.
- Complete all tasks and assignments as requested by Supervisors and Management.
- Perform other duties and assignments as required.
Qualifications
- Must be a U.S. citizen with an active Secret clearance or higher-level security clearance.
- High school diploma or GED with at least 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, and the ability to successfully 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, self-identify current visa sponsor & employer, and a copy of your Civil ID and/or work visa.
- Must be able to pass a detailed medical and dental exam.
- Must complete CONUS Replacement Center (CRC) Training for deployment overseas.
- Working knowledge of Microsoft Office software is required.
- Demonstrated strong customer service skills are mandatory.
- Certifications:
This position requires candidates to adhere to DoD 8570.01-M, maintaining at least one (1) baseline certification and one (1) computing environment (CE) certification. Authorized certifications for this job title include:
- IAT Level I Baseline:
- Cisco: CCNA: Certified Network Associate - Security
- CompTIA: A+ ce
- CompTIA: Network+ ce
- CompTIA: Security+ ce
- Microsoft certifications as specified
- Computing Environment (CE) Certification:
- CompTIA: Server+
- Microsoft 365 Certified: Modern Desktop Administrator Associate, among others.
Contract Type and Work Environment
- Work Type: On-Site
- Travel Requirements: Candidates must be able to travel as required for deployment.
Compliance
Any clearance requirements for this position are established by the government contract.
Job ID: 2026-26376
