Service Desk Administrator

Akima; Sumter (SC); On-site; USD 45,000 - 65,000; Full time

Job summary

Akima Systems Engineering on Shaw Air Force Base, SC is seeking a Service Desk Administrator to provide front-line IT support for users, printers, and network issues. You will respond to requests via phone, walk-ins, Remedy, and email, logging and tracking tickets through their lifecycle.

This is a full-time, on-site role with no remote option. You will triage incidents, assign to appropriate IT groups, generate reports, and ensure SLAs are met in a government contract environment.

Qualifications

• At least 1 year of Service Desk operations experience per DoD policy.
• Active Secret Clearance required by government contract.
• CompTIA A+ certification required; Security+ preferred.
• Strong customer service and incident management skills.

Responsibilities

• Document and track service requests and incidents; manage ticket lifecycles.
• Monitor tickets and provide real-time updates to customers.
• Deliver Tier 1-3 support and escalate as needed.
• Coordinate with external agencies to resolve access issues.
• Ensure compliance with SOPs and contract requirements.
• Generate trend analyses and reports for leadership.

Skills

Customer service

Troubleshooting

Remedy

Communication

Time management

Education

CompTIA A+ Certification

CompTIA Security+ Certification

Active Secret Clearance

DoD 8570.01-M / DoD 8140 awareness

Tools

Remedy

Active Directory

DEPO/NIPRNET/SIPRNET access management

Job description

Akima Systems Engineering is looking for a Service Desk Administrator to work on Shaw Air Force Base, SC. Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by 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. The place of performance for this role is on-site at USARCENT G6 on Shaw Air Force Base in Sumter, SC.

This is a full-time on-site position. No remote or hybrid work schedule available.

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 elevate 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.