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Service Desk Administrator

4 weeks ago

Kuwait City, Al Asimah HealthCare Dynamics Gen. Trading Company W.L.L Full time

Five Rivers Services is seeking a Service Desk Administrator to be stationed at Camp Arifjan, KW. Join our team of dedicated professionals by applying today

The Service Desk Administrator will provide front-line customer service support, responding to and resolving issues related to computers, printers, and networks. Customers may contact the Service Desk in person, by phone, via Remedy, or email. The role requires quick decision-making and detailed task management to ensure all work orders not resolved at the Service Desk are promptly assigned to the appropriate IT teams. Excellent customer service skills are essential.

Responsibilities
  1. Support and coordinate with site Information Management Officers (IMO) to optimize Service Desk resources.
  2. Assist IMOs with daily computer, network, and software management tasks for the site and users.
  3. Respond immediately to customer visits, troubleshooting, exchanging information, and assisting with ticket submissions.
  4. Provide telephone support for initial troubleshooting and follow-up.
  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 unresolved trouble tickets.
  7. Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master, including setup and Microsoft Office 2007.
  8. Handle issues with authorized site software in collaboration 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 team focused on continuous improvement.
  12. 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 clearance or higher.
  2. High school diploma or GED with at least one year of experience in a service/help desk environment.
  3. 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 ability to pass police and medical checks.
  4. For in-country applicants: valid U.S. passport, IDP or Kuwait driver's license, U.S. driver's license, medical qualifications, current visa details, and Civil ID/work visa copies.
  5. Ability to meet health requirements and pass medical and dental exams.
  6. Willingness to complete CONUS Replacement Center (CRC) Training for overseas deployment.
  7. Knowledge of Microsoft Office software.
  8. Strong customer service and interpersonal skills.
  9. Adherence to DoD 8570.01-M certification requirements, maintaining at least one baseline and one computing environment (CE) certification from the listed options.
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