Service Desk Administrator I - Secret Clearance

V2X Inc; Kuwait City; On-site; KWD 17,000 - 23,000; Full time

Benefits offered by this job

Company-paid housing

Transportation

Completion bonus

Tuition reimbursement

Job summary

V2X Inc. seeks a Front Line Service Desk Analyst to support site users and resolve computer, printer, and network issues. You will engage customers directly, provide clear guidance, and document actions for traceability.

The role requires a Secret Clearance, DoD 8570.01M baseline certifications, and the ability to work 12-hour shifts. You will assist IMOs, create accounts, and manage tickets with Remedy.

Qualifications

• Excellent customer service skills are mandatory.
• Excellent interpersonal skills are required.
• Must be able to troubleshoot computer, printer, and network issues.

Responsibilities

• Provide primary support and interface with site IMO to ensure efficient use of Service Desk resources.
• Offer immediate in-person and telephone support, troubleshooting and ticket submission guidance.
• Log and manage trouble tickets using Remedy; handle 12-hour shifts as required.
• Troubleshoot Microsoft OS issues on Army Gold Master and standard site software; assist IMOs and users.
• Create logon and email accounts using Exchange Server; manage network services and CISCO VMPS.
• Document all work for accurate reporting and complete tasks as directed by Supervisors.

Skills

Customer service

Interpersonal skills

Decision making

Communication

Education

High School Diploma or GED

DoD 8570.01M Baseline Certifications

CE Certifications (Computing Environment)

Tools

Remedy

Microsoft Exchange Server

Server Manager

Cisco VMPS

Job description

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Front line customer service desk support is responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in person, by phone, using Remedy or 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.

This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

You must satisfy all host country requirements to legally work in the host country to include but not limited to the ability to obtain and maintain a host nation visa and host nation driver’s license in order to be qualified for this position.

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 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

• Security Clearance:
  • Requires an active Secret Clearance.
• Education / Certifications:
  • High School Diploma or GED required.
  • This position requires candidates to adhere to DoD 8570.01M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
  • The authorized certifications for this job title are listed as follows:
• BASELINE:
  • Cisco: CCNA Security
  • Cisco: CCNP Security
  • CompTIA: A+ ce
  • CompTIA: CASP+ ce: Advanced Security Practitioner
  • CompTIA: CySA+ ce: Cybersecurity Analyst
  • CompTIA: Network+ ce
  • CompTIA: Security+ ce
  • GIAC: GCED: Certified Enterprise Defender
  • GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
  • GIAC: GICSP: Industrial Cyber Security Professional
  • GIAC: GSEC: Security Essentials
  • ISACA: CISA: Certified Information Systems Auditor
  • ISC2: CISSP (or Associate): Certified Information Systems Security Professional
• COMPUTING ENVIRONMENT (CE):
  • CompTIA: Server+
  • Microsoft: 365 Certified: Endpoint Administrator Associate
  • Microsoft: 365 Certified: Enterprise Administrator Expert
  • Microsoft: 365 Certified: Messaging Administrator Associate
  • Microsoft: 365 Certified: Modern Desktop Administrator Associate
  • Microsoft: 365 Certified: Modern Desktop Administrator Associate
  • Microsoft: 365 Certified: Security Administrator Associate
  • Microsoft: Certified: Azure Administrator Associate
  • Microsoft: Certified: Azure Database Administrator Associate
  • Microsoft: Certified: Azure Security Engineer Associate
  • Microsoft: Certified: Azure Solutions Architect Expert
  • Microsoft: Certified: Identity and Access Administrator Associate
  • Microsoft: Certified: Information Protection Administrator Associate
  • Microsoft: Certified: Security Operations Analyst Associate
  • Microsoft: MCSA: SQL 2016 Database Admin
  • Microsoft: MCSA: SQL 2016 Database BI Development
  • Microsoft: MCSA: SQL 2016 Database Dev
  • Microsoft: MCSA: Windows 10
  • Microsoft: MCSA: Windows Server 2012
  • Microsoft: MCSA: Windows Server 2016
  • Microsoft: MCSE: Cloud Platform and Infrastructure
  • Microsoft: MCSE: Core Infrastructure
  • Microsoft: MCSE: Database Management and Analytics
  • Microsoft: MCSE: Enterprise Devices and Apps
  • Microsoft: MCSE: Private Cloud 2012
  • Microsoft: MCSE: Productivity Solutions Expert
  • Microsoft: MCSE: Server Infrastructure 2012
  • Microsoft: MCT: Certified IT Professional
  • Microsoft: MCT: Certified Systems Administrator

Experience

• Should have a minimum of three years of experience in customer service environment.
• Experience in a Service Desk environment is preferred.
• Excellent customer service skills are mandatory.
• Experience with a customer service-oriented company.

Working Environment

• The work environment will be 95% indoors and 5% outdoors
• The outdoor work environment may exceed temperatures 100 degrees F.
• Candidate must be able to physically withstand extreme heat.

Physical Requirements

• Must be capable of lifting, pushing, and pulling items weighing up to 50 lbs.
• Must be capable of wearing Personal Protective Equipment (helmet and plated vest) which can weigh 25 to 40lbs, for extended periods of time.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

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