Job Description

Roles & Responsibilities

Five Rivers Analytics is looking for a Service Desk Administrator to work in Camp Arifjan, KW. To join our team of outstanding professionals, apply today!
Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using ServiceNow and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.
**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 ServiceNow 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 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.
+ Completes all tasks and assignments as requested by Supervisors and Management.
+ Performs other duties and assignments as required.
**Qualifications**
+ Must be a US citizen with an active Secret clearance, or higher level, security clearance.
+ High school diploma or GED with at least one (1) year experience in a service desk/help desk environment.
+ Prerequisite requirements for State-side applicants: valid U.S. passport, valid International Driver s Permit (IDP), valid U.S. driver s license, and the ability to successfully pass a police clearance check and medical qualifications.
+ Prerequisites for in-country applicants:
+ valid U.S. passport.
+ valid International Driver s Permit (IDP) or Kuwait-issued driver's license.
+ valid U.S. driver s license.
+ medical qualifications, self-identify current visa sponsor & employer.
+ a copy of your Civil ID and/or work visa.
+ You must be able to meet all health requirements.
+ Must be able to pass a details medical and dental exam.
+ Must be able to complete CONUS Replacement Center (CRC) Training for deployment overseas.
+ Must have a working knowledge of Microsoft Office software.
+ Demonstrated strong customer service skills are mandatory.
+ 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: