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

From command centers across the U.S. to theater operations on ground, at sea
and in the air, Five Rivers Services ' (an Akima Company) personnel are at
the forefront of our nation's most vital IT, communications, and security
efforts. Our personnel enjoy competitive benefits packages and challenging
roles in work environments committed to safety, diversity and opportunity for
career growth. As an Alaska Native Corporation (ANC), ‎100% of our company's
profits go back to our more than ‎14,000 Iñupiat shareholders that have resided
near and above the Arctic Circle for more than ‎10,000 years. Our business
helps support their way of life and contributes to the survival of a culture
that has thrived in a challenging environment.
Employment is conditional on a post-offer medical examination and CENTCOM
determining that they are medically fit for duty for deployment (medical,
dental, and psychological evaluation.
Job Summary:
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, using Remedy or sending emails. This position
involves a high degree of quick decision making and detailed task management
to ensure all work orders not resolved at the Service Desk are immediately
assigned to the appropriate IT groups. Excellent customer service skills are
mandatory.
Job Responsibilities:
* Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.
* Assists the IMO with daily functions of computer, network and software management for the site and all users.
* Provides immediate response to all customers who come to the Service Desk.
* Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required.
* Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
* May be required to work for ‎12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.
* Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
* Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office ‎2007.
* Troubleshoots all other site authorized software with IMOs and users.
* Creates log-on and email accounts using Microsoft Exchange Server and User Manager.
* Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.
* Works within a small continuous improvement focused team.
* Tracks and documents work performed to allow accurate reporting of all Service Desk activities.
* Completes all tasks and assignments as requested by Supervisors and Management.
* Performs other duties and assignments as required.
Qualifications
Minimum Qualifications:
* Must be a U.S. citizen with an active Secret clearance, or higher
* High school diploma or GED, with at least one (‎1) year of experience in a service desk environment.
* Must have a working knowledge of Microsoft Office software.
* Demonstrated strong customer service skills are mandatory.
* Pre-requisites for State-side applicants: copy of valid U.S. passport, copy of valid International Driver's Permit (IDP), copy of valid U.S. driver's license, copy of COVID vaccination card, and the ability to successfully pass a police clearance check and medical qualifications.
* Pre-requisites for in-country applicants: copy of U.S, valid passport, copy of valid International Driver's Permit (IDP) or valid Kuwait-issued driver's license, copy of valid U.S. driver's license, copy of COVID vaccination card, medical qualifications, self-identify current visa sponsor & employer, and a copy of your Civil ID and/or work visa.
* Must be able to provide copies of Active Certifications (‎2 levels, as outlined below) and their transcripts.
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 listed as follows:
IAT Level I Baseline:
* A+ CE, Network+ CE, SSCP, CCNA-Security, or CND.
* Please note, IAT Level II and Level III baselines are acceptable but not required.
Computing Environment (CE):
* MCSA: Windows ‎10, MCSA: Windows Server ‎2012/‎2016, MCSE: Cloud Platform and Infrastructure.
* MCSE: Enterprise Devices and Apps, MCSE: Private Cloud, MCSE: Server Infrastructure.
* Microsoft Exam ‎70-‎398 - Planning for and Managing Devices in the Enterprise.
* Microsoft Exam ‎70-‎697 - Configuring Windows Devices.
* Microsoft Exam ‎70-‎698 - Installing and Configuring Windows ‎10.
* Server+ CE.
Material and Equipment Used:
* Desktop computer, printer/copier, digital sender, telephones, Remedy ‎7.6, Microsoft Exchange Server ‎2007, Print Queue Management, Army Gold Master/Universal Gold Master, Microsoft Office with a focus on Outlook ‎2007, and Microsoft Internet Explorer.
Working Environment and Physical Activities:
* Working environment will be in an open office area. Individual must be able to lift up to ‎20 lbs unassisted. Work environment will be very hot due to climatic conditions within the region. Personnel will also be required to sit and talk on the phone for long periods of time.
The duties and responsibilities listed in this job description generally cover
the nature and level of work being performed by individuals assigned to this
position. This is not intended to be a complete list of all duties,
responsibilities, and skills required. Subject to the terms of an applicable
collective bargaining agreement, the company management reserves the right to
modify, add, or remove duties and to assign other duties as may be necessary.
We wish to thank all applicants for their interest and effort in applying for
the position; however, only candidates selected for interviews will be
contacted.
We are an equal opportunity employer. All applicants will receive
consideration for employment, without regard to race, color, religion, creed,
national origin, gender or gender-identity, age, marital status, sexual
orientation, veteran status, disability, pregnancy or parental status, or any
other basis prohibited by law.
We are committed to Equal Employment Opportunity and providing reasonable
accommodations to applicants with physical and/or mental disabilities. If you
have a physical and/or mental disability and are interested in applying for
employment and need special accommodations to use our website to apply for a
position please contact, Recruiting Services at [email protected] or
‎571-‎353-‎7053. Reasonable accommodation requests are considered on a case-by-
case basis.
The dedicated email and telephonic options above are reserved only for
individuals with disabilities needing accessibility assistance to apply to an
open position using our website.
Please do not use the dedicated email or phone number above to inquire on the
status of your job application.
In order for our company to stay compliant with government regulations, please
apply on line. Please DO NOT email resumes or call in lieu of applying online
unless you have a physical and/or mental disability and need assistance with
the online application.
Shift : Variable
Job : Information Technology
Travel : No
Organization : Five Rivers Services, LLC