Service Desk Administrator (Active Secret Clearance required)

Overview

On‑site service desk support for USARCENT G‑6 at Shaw AFB, handling incidents & user assistance

Key Responsibilities

• trend reporting
• network config
• system imaging
• incident management
• customer feedback
• service desk

Tasks

-Prepare and deliver trend analysis and resolution time reports to USARCENT G-6 leadership and the Contracting Officer’s Representative (COR) in accordance with technical exhibit requirements. -Activate and configure network connections (router ports and VLANs) for LAN drops; maintain and update standard system images for all approved government desktop/laptop models. -Remediate or escalate issues in accordance with defined service level timelines and technical exhibit guidance. -Establish and maintain a service management system for incident resolution and trend analysis using the Army Enterprise Service Management Platform (AESMP) and other Army-mandated systems of record. -Coordinate with external agencies (e.g., RCC-SWA, DISA, or other contractors) to resolve access issues or system dependencies beyond local authority. -Develop and manage a customer feedback system (card or web-based) to capture satisfaction data and report results to USARCENT G-6 leadership and the COR per contract deliverables. -Provide 24/7/365 on-site service desk support within Patton Hall to ensure continuous user assistance and incident response. -Follow USARCENT SOPs for network access procedures for incoming personnel, verifying training completion in ATCTS and ensuring all SAAR forms are properly signed and approved before account creation in Active Directory. -Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers. -Tier 1: Provide end-user assistance via phone or remote desktop access. -Tier 2: Perform on-site/deskside technical support when remote resolution is not feasible. -Monitor and review active tickets to ensure timely problem resolution, collect and analyze outage data, and provide real-time updates and feedback to customers. -Provide initial response to outages or service degradations, assess the issue, and assign tickets to the appropriate technical section or escalation tier. -Receive, document, and track all service requests and incidents via phone calls, walk-ins, and emails; generate and manage trouble tickets throughout the lifecycle. -Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations. -Deliver multi-tiered user support as follows: -Tier 3: Escalate complex issues to system or network engineers through the ticketing system. -Provide technical and managerial support for Defense Enterprise Provisioning Online (DEPO) enterprise email (NIPRNET/SIPRNET) accounts; serve as DEPO General Manager (GM) or Entitlement Manager (EM) for the USARCENT G-6 Shaw Service Desk.

Requirements

• 1 year
• service desk
• secret clearance
• comptia a+
• comptia security+
• dod 8570

What You Bring

-Minimum 1 year of experience of Service Desk Operations and IAW DoD 8570.01-M, DoDD 8140, or the latest authoritative policy. -Active Secret Clearance. -Required CompTIA A+ Certification (Preferred CompTIA Security +, DoD 8570 IAT Level II baseline certification).

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About Akima

-Founded with a vision to support critical sectors, providing solutions across defense, intelligence, and civil sectors. -Serves a broad spectrum of industries, including energy, infrastructure, and water resources. -Delivered complex projects, such as large-scale infrastructure upgrades and energy management solutions. -Projects often involve intricate logistical coordination, requiring a deep understanding of specialized markets. -Approach is deeply collaborative, often working alongside government agencies and other key partners. -Noteworthy projects include managing water resource systems and optimizing energy infrastructure for municipalities. -Focus on operational excellence makes it a go-to partner for government and private sector organizations.

Sector Specialisms

Security Clearance

-active secret clearance required