Service Desk Administrator (Active Secret Clearance required)

Description

• Deliver multi-tiered user support as follows:
• 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.
• Provide 24/7/365 on-site service desk support within Patton Hall to ensure continuous user assistance and incident response.
• Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers.
• Monitor and review active tickets to ensure timely problem resolution, collect and analyze outage data, and provide real-time updates and feedback to customers.
• Coordinate with external agencies (e.g., RCC-SWA, DISA, or other contractors) to resolve access issues or system dependencies beyond local authority.
• Tier 1: Provide end-user assistance via phone or remote desktop access.
• Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations.
• Tier 2: Perform on-site/deskside technical support when remote resolution is not feasible.
• Tier 3: Escalate complex issues to system or network engineers through the ticketing system.
• 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.
• 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.
• 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.
• 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.
• Receive, document, and track all service requests and incidents via phone calls, walk-ins, and emails; generate and manage trouble tickets throughout the lifecycle.
• Remediate or escalate issues in accordance with defined service level timelines and technical exhibit guidance.
• 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 initial response to outages or service degradations, assess the issue, and assign tickets to the appropriate technical section or escalation tier.

Requirements

• 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).

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance