On-Site Service Desk Administrator – IT Support (DoD)

NANA Corp; Sumter (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Akima Systems Engineering (ASE) seeks a Service Desk Administrator to provide front-line desktop, network, and user support on-site at Shaw Air Force Base, Sumter, SC. You will handle incidents via phone, walk-ins, and emails, manage tickets end-to-end, and escalate when needed.

Prior DoD policy-compliant experience and an active Secret clearance are required. You will work within a fast-paced, government-contract environment, coordinating with external agencies and reporting metrics to

Responsibilities

• Document and track all service requests and incidents via phone calls, walk-ins, and emails; generate and manage trouble tickets throughout the lifecycle.
• Monitor and review active tickets to ensure timely problem resolution, collect and analyze outage data, and provide real-time updates and feedback to customers.
• Prepare and deliver trend analysis and resolution time reports to USARCENT G-6 leadership and the COR in accordance with technical exhibit requirements.
• Provide initial response to outages or service degradations, assess the issue, and assign tickets to the appropriate technical section or escalation tier.
• Deliver multi-tiered user support as follows: Tier 1 end-user assistance via phone or remote desktop; Tier 2 on-site/deskside technical support; Tier 3 escalate to engineers via ticketing system.
• Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations.
• Remediate or elevate issues in accordance with defined SLAs and technical exhibit guidance.
• Develop and manage a customer feedback system to capture satisfaction data and report results to USARCENT G-6 leadership and the COR per contract deliverables.
• Coordinate with external agencies to resolve access issues or system dependencies beyond local authority.
• Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, etc.
• Activate and configure network connections for LAN drops; maintain and update standard system images for government desktop/laptop models.
• Provide technical and managerial support for DEPO enterprise email accounts; serve as DEPO General Manager or Entitlement Manager for the Shaw Service Desk.
• Follow USARCENT SOPs for network access procedures for incoming personnel, verifying training completion in ATCTS and ensuring all SAAR forms are signed and approved before account creation in Active Directory.

Job description

Akima Systems Engineering (ASE) seeks a Service Desk Administrator to provide front-line desktop, network, and user support on-site at Shaw Air Force Base, Sumter, SC. You will handle incidents via phone, walk-ins, and emails, manage tickets end-to-end, and escalate when needed.

Prior DoD policy-compliant experience and an active Secret clearance are required. You will work within a fast-paced, government-contract environment, coordinating with external agencies and reporting metrics to