Defense Service Desk Specialist — Tiered Support & DEPO

Akima; Air Base Heights (SC); On-site; USD 60,000 - 90,000; Full time

Job summary

Akima Systems Engineering (ASE) is seeking a Service Desk Analyst to support USARCENT G-6 on-site. You will manage incidents from intake to resolution, provide tiered support, and maintain detailed ticket records.

You must have at least 1 year in service desk operations, a current DoD policy alignment, and an active Secret clearance. The role involves collaboration with government customers and external agencies to ensure rapid, compliant IT service delivery.

Qualifications

• Minimum 1 year of service desk operations experience.
• Required CompTIA A+ certification; DoD 8570 IAT Level II baseline preferred.
• Active Secret Clearance; government contract may require additional clearance.

Responsibilities

• Document and track service requests and incidents; generate and manage trouble tickets.
• Monitor tickets for timely resolution; collect outage data and provide real-time updates.
• Aim to prepare trend analyses and reports for USARCENT G-6 leadership and COR.
• Provide initial response to outages; assess issues and route tickets to correct tier.
• Deliver multi-tiered user support: Tier 1 via phone; Tier 2 on-site; Tier 3 escalation.
• Contact customers before closure to confirm remediation actions.
• Coordinate with external agencies to resolve access issues beyond local authority.
• Configure workstations, network connections, and update standard images.
• Support DEPO accounts; serve as GM/Entitlement Manager for DEPO in USARCENT Shaw Desk.
• Follow SOPs for network access and verify training/compliance before account creation.

Skills

Service desk operations

Customer support

Technical troubleshooting

Tools

CompTIA A+ Certification

CompTIA Security+

DoD 8570 IAT Level II

Job description

Akima Systems Engineering (ASE) is seeking a Service Desk Analyst to support USARCENT G-6 on-site. You will manage incidents from intake to resolution, provide tiered support, and maintain detailed ticket records.

You must have at least 1 year in service desk operations, a current DoD policy alignment, and an active Secret clearance. The role involves collaboration with government customers and external agencies to ensure rapid, compliant IT service delivery.