Service Desk Administrator (IT Help Desk) - Qatar (Secret Clearance Required)

About the Role
The Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service Desk in-person, by phone, through ServiceNow, and by sending emails. This position requires quick decision-making and detailed task management to ensure that all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.

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 on-site 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 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. Must accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
• Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoot all other 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 to allow 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 experience in a service desk/help desk environment.

• Prerequisite requirements for State-side applicants: valid U.S. passport, must be able 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.

• Prerequisites for in-country applicants: valid U.S. passport, valid International Driver’s Permit (IDP), 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 be able to 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 are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title 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: 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: Modern Desktop 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 Details

• Job ID: 2026-26316
• Work Type: On-Site
• Any clearance requirements for this position are established by the government contract.