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

About the Role / About the Job
The Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues at Camp Arifjan, KW. This role involves a high degree of quick decision making and detailed task management to ensure unresolved work orders are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory as customers will contact the Service Desk in-person, by phone, using ServiceNow, or via email.

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 response to all customers who come to the Service Desk, involving troubleshooting, information exchange, and help with ticket submission and issues.
• Provide telephone customer support for incoming and follow-up calls used for initial troubleshooting.
• May be required to work 12-hour shifts 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 site 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.
• Work 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 US 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.
• 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 meet 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-identification of current visa sponsor & employer, and a copy of 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.
• Must have a working knowledge of Microsoft Office software.
• Demonstrated strong customer service skills are mandatory.
• Certifications:
  This position requires candidates to adhere to DoD 8570.01-M: all candidates must maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title include:
  • 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: 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.

Travel and Contract Details

• Work Type: On-Site
• Job ID: 2026-26299
• Clearance Requirements: Any clearance requirements for this position are established by the government contract.