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Job Details Kuwait

Service Desk Administrator (IT Help Desk) - Kuwait - Camp Buehring (Active Secret Clearance Required)

Computer and Mathematical

Database Administrator



null, Egypt

Responsibilities: 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. Excellent interpersonal skills are required. Provides telephone customer support for incoming and follow up calls used for initial troubleshooting. May be required to work for 12 hour shifts utilizing Remedy call management software, and other tools, to log and manage trouble tickets. 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. Creates log-on 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. Completes all tasks and assignments as requested by Supervisors and Management. Performs other duties and assignments as required. QualificationsMinimum Qualifications: High school diploma or GED. Must have an active Secret clearance, US citizenship is required. Must have a minimum of one year experience in a Service Desk Environment. Must have a working knowledge of Microsoft Office software. Demonstrated strong customer service skills are mandatory. Pre-requisites for State-side applicants – copy of valid passport, copy of valid international driver’s permit, copy of valid US driver’s license, copy of COVID vaccination card, police clearance check and medical qualifications. Pre-requisites for in-country applicants - copy of valid passport, copy of valid international driver’s permit, copy of valid US driver’s license, copy of COVID vaccination card, medical qualifications, self-identify current visa sponsor & employer, and a copy of Civil ID. Must be able to provide copies of Active Certifications (2 levels, as outlined below) and their transcripts. Certifications: This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows: IAT Level I Baseline: A+ ce, Network+ ce, SSCP. Please note IAT Level II and Level III baselines are not required, but are acceptable. Computing Environment (CE): MCSA: Windows 10, MCSA: Windows Server 2012/2016, MCSE: Cloud Platform and Infrastructure. MCSE: Enterprise Devices and Apps, MCSE: Private Cloud, MCSE: Server Infrastructure. Microsoft Exam 70-398 – Planning for and Managing Devices in the Enterprise. Microsoft Exam 70-697 – Configuring Windows Devices. Microsoft Exam 70-698 – Installing and Configuring Windows 10. Server +. Material and Equipment Used: Desktop computer, printer/copier, digital sender, telephones, Remedy 7.6, Microsoft Exchange Server 2007, Print Queue Management, Army Gold Master/Universal Gold Master, Microsoft Office with a focus on Outlook 2007, and Microsoft Internet Explorer. Working Environment and Physical Activities: Working environment will be in an open office area. Individual must be able to lift up to 20 lbs unassisted. Work environment will be very hot due to climatic conditions within the region. Personnel will also be required to sit and talk on the phone for long periods of time. The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required.