Service Desk Technical Support Specialist

5 days ago


Kuwait City, Al Asimah Akima Full time

At Akima, we're not just a federal IT contractor – we're a mission-driven company that extends beyond our exciting federal projects to support our shareholder communities in Alaska.

The work you do every day at Five Rivers Services makes a tangible difference in the lives of our 15,000 Iupiat shareholders. As an Alaska Native Corporation, we provide employment opportunities and contribute to the survival of a culture thriving above the Arctic Circle for over 10,000 years.

We offer full-spectrum capabilities, including enterprise IT support services, satellite and communications IT operations and maintenance support, classified and unclassified base operations and administrative services, and more.

This role requires a Service Desk Administrator to work in Jahra, KW, with Five Rivers Services. The ideal candidate will provide front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues.

The responsibilities of this position involve:

  • 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
  • Telephone customer support for incoming and follow-up calls used for initial troubleshooting
  • 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
  • Creatures 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

The ideal candidate must possess excellent customer service skills, strong interpersonal skills, and a working knowledge of Microsoft Office software.

This role requires candidates to adhere to Do D 8570.01-M, maintaining at least one baseline certification and one computing environment (CE) certification. Authorized certifications for this job title include IAT Level I Baseline: Comp TIA A+, Network+ CE, SSCP, CCNA-Security, CND, or a higher level (IAT II/III) compliant certification, and Computing Environment (CE): Comp TIA: 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: 365 Certified: Messaging Administrator Associate, Microsoft: 365 Certified: Modern Desktop Administrator Associate, Microsoft: 365 Certified: Security Administrator Associate, Microsoft: Certified: Azure Administrator Associate, Microsoft: Certified: Azure Database Administrator Associate, Microsoft: Certified: Azure Security Engineer Associate, Microsoft: Certified: Azure Solutions Architect Expert, Microsoft: Certified: Identity and Access Administrator Associate, Microsoft: Certified: Information Protection Administrator Associate, Microsoft: Certified: Security Operations Analyst Associate, Microsoft: MCSA: SQL 2016 Database Admin, Microsoft: MCSA: SQL 2016 Database BI Development, Microsoft: MCSA: SQL 2016 Database Dev, Microsoft: MCSE: Core Infrastructure, Microsoft: MCSE: Database Management and Analytics, Microsoft: MCSE: Productivity Solutions Expert.



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