Service Desk Administrator

3 weeks ago

Kuwait City, Al Asimah Akima Full time

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

The Service Desk Administrator provides front-line customer service support, handling computer, printer, and network issues. Customers contact the Service Desk in person, by phone, via Remedy, or email. The role requires quick decision-making and detailed task management to ensure unresolved work orders are promptly assigned to the appropriate IT teams. Excellent customer service skills are essential.

Responsibilities
  1. Support and coordinate with site Information Management Officers (IMOs) to optimize Service Desk resources.
  2. Assist IMOs with daily computer, network, and software management for the site and users.
  3. Respond immediately to customers at the Service Desk, troubleshooting, exchanging information, and assisting with ticket submissions.
  4. Provide telephone support for initial troubleshooting and follow-up calls.
  5. Work 12-hour shifts using Remedy and other tools to log and manage trouble tickets.
  6. Determine call routing for unresolved trouble tickets accurately.
  7. Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master and assist with Microsoft Office 2007.
  8. Resolve issues with authorized site software with IMOs and users.
  9. Create logon and email accounts via Microsoft Exchange Server and User Manager.
  10. Manage Network Services using Server Manager, Print Queue Management, and CISCO VMPS.
  11. Collaborate within a small, continuous improvement-focused team.
  12. Document work activities for accurate reporting.
  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 help desk experience.
  3. For State-side applicants: valid U.S. passport, ability to obtain an International Driver's Permit (IDP), valid U.S. driver's license, pass police clearance and medical exams.
  4. For in-country applicants: valid U.S. passport, IDP or Kuwait-issued driver's license, U.S. driver's license, medical qualifications, visa sponsorship details, Civil ID or work visa.
  5. Ability to meet health requirements and pass medical and dental exams.
  6. Complete CONUS Replacement Center (CRC) Training for overseas deployment.
  7. Proficiency in 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 environment certification from the listed options.
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