Service Desk Administrator; IT Help Desk

Five Rivers Analytics is looking for a Service Desk Administrator to work in Camp Arifjan KW. Our 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, using Service Now and/or by 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.

• 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 Service Now 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 logon 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.

• 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) 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 /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.

• DoD 8570.01-M: all candidates must maintain at least one baseline certification and one computing environment (CE) certification.
• 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
  • 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…