Service Desk Administrator

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

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 Contracting Officer’s Representative (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: Provide end-user assistance via phone or remote desktop access.
• Tier 2: Perform on-site/deskside technical support when remote resolution is not feasible.
• Tier 3: Escalate complex issues to system or network engineers through the ticketing system.
• Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations.
• Remediate or escalation issues in accordance with defined service level timelines and technical exhibit guidance.
• Develop and manage a customer feedback system (card or web-based) to capture satisfaction data and report results to USARCENT G-6 leadership and the COR per contract deliverables.
• Coordinate with external agencies (e.g., RCC-SWA, DISA, or other contractors) to resolve access issues or system dependencies beyond local authority.
• Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers.
• Activate and configure network connections (router ports and VLANs) for LAN drops; maintain and update standard system images for all approved government desktop/laptop models.
• Provide technical and managerial support for Defense Enterprise Provisioning Online (DEPO) enterprise email (NIPRNET/SIPRNET) accounts; serve as DEPO General Manager (GM) or Entitlement Manager (EM) for the USARCENT G-6 Shaw Service Desk.
• Follow USARCENT SOPs for network access procedures for incoming personnel, verifying training completion in ATCTS and ensuring all SAAR forms are properly signed and approved before account creation in Active Directory.

Qualifications

• Minimum 1 year of experience of Service Desk Operations and IAW DoD 8570.01-M, DoDD 8140, or the latest authoritative policy.
• Required CompTIA A+ Certification (Preferred CompTIA Security +, DoD 8570 IAT Level II baseline certification).
• Active Secret Clearance.
• Any clearance requirements for this position are established by the government contract.

Job ID

2026-27378

Work Type

On-Site

Company Description

Work Where it Matters

Akima Systems Engineering (ASE), an Akima company, is not just another federal systems support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At ASE, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders

ASE provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers

ASE delivers solutions in maritime IT, systems engineering, and integration across the Department of Defense and stands ready to help improve operational performance at a reasonable and sustainable cost.

As an ASE employee

You will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Job ID:27378-en-us