Service Desk Administrator (IT Help Desk) - Qatar (Secret Clearance Required)

Role overview

Responsibilities

• Support site Information Management Officers and assist with daily computer, network and software management.
• Respond to walk-up customers, troubleshoot issues, exchange information and help submit tickets.
• Provide telephone support and initial troubleshooting for incoming and follow-up calls.
• Log and manage tickets in ServiceNow; route unresolved tickets promptly to appropriate IT groups.
• Troubleshoot Microsoft operating-system issues on Army Gold Master/Universal Gold Master systems, Microsoft Office 2007 and other authorized software.
• Create logon and email accounts using Microsoft Exchange Server and User Manager.
• Manage network services using Server Manager, Print Queue Management and Cisco VMPS Administration.
• Track and document work for accurate activity reporting; complete assignments and contribute to continuous improvement.

Qualifications

• US citizenship and active Secret or higher-level security clearance are required.
• High school diploma or GED and at least one year of service desk or help desk experience.
• Working knowledge of Microsoft Office and strong customer service skills are required.
• Maintain at least one DoD 8570.01-M IAT Level I baseline certification and one authorized computing-environment certification.
• State-side applicants need a valid US passport, valid US driver's license, ability to obtain and maintain an International Driver's Permit, and ability to pass police clearance and medical qualifications.
• In-country applicants need a valid US passport, valid International Driver's Permit and US driver's license, medical qualifications, current visa sponsor and employer details, and Civil ID and/or work visa copy.
• Pass a detailed medical and dental examination and complete CONUS Replacement Center training for overseas deployment.

Authorized certification categories

• Required baseline certification: at least one authorized IAT Level I certification. Listed options include Cisco CCNA Security or CCNP Security; CompTIA A+, CASP+, Network+, Security+ or SecurityX; listed GIAC certifications; CISA; and CISSP or SSCP.
• Required computing-environment certification: at least one authorized CE certification. Listed options include CompTIA Server+ and listed Microsoft desktop, server, cloud, identity, database, messaging, security and administrator certifications.

Work location

• The posting specifies on-site work in Qatar.