Service Desk Administrator

3 weeks ago

Kuwait City, Al Asimah NANA Regional Corporation Full time
Service Desk Administrator (IT Help Desk)

Responsibilities

  1. Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized efficiently.
  2. Assist IMOs with daily functions of computer, network, and software management for the site and users.
  3. Provide immediate response to all customers at the Service Desk, involving troubleshooting, information exchange, and help with ticket submission.
  4. Offer telephone customer support for initial troubleshooting and follow-up calls.
  5. Work 12-hour shifts using Remedy call management software and other tools to log and manage trouble tickets.
  6. Accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
  7. Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master, including setup and Microsoft Office 2007.
  8. Troubleshoot authorized site software with IMOs and users.
  9. Create logon and email accounts using Microsoft Exchange Server and User Manager.
  10. Manage Network Services with Server Manager, Print Queue Management, and CISCO VMPS Administration.
  11. Collaborate within a small, continuous improvement-focused team.
  12. Track and document work performed for accurate reporting of Service Desk activities.
  13. Complete tasks and assignments as directed by Supervisors and Management.
  14. Perform additional duties as required.

Qualifications

  1. Must be a US citizen with an active Secret or higher security clearance.
  2. High school diploma or GED with at least one year of experience in a service/help desk environment.
  3. Prerequisites vary for State-side and in-country applicants, including valid U.S. passport, driver's license, medical and visa requirements, and ability to pass background checks.
  4. Ability to meet health requirements and pass medical and dental exams.
  5. Complete CONUS Replacement Center (CRC) training for overseas deployment.
  6. Working knowledge of Microsoft Office software.
  7. Strong customer service and interpersonal skills.
  8. Adherence to DoD 8570.01-M security requirements, maintaining at least one certification.
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