Service Desk Lead — 24/7 On-Site IT Support

Akima; Air Base Heights (SC); In loco; USD 85.000 - 105.000; Tempo pieno

Descrizione del lavoro

Akima Systems Engineering (ASE) seeks a Service Desk Administrator for on-site work at Shaw Air Force Base in Sumter, SC. You will provide front-line IT support for computer, printer, and network issues, coordinate with AESMP, Active Directory, and DEPO services, and ensure ticket lifecycle from intake to closure aligns with USARCENT G-6 SLAs.

The role requires a DoD 8140-verified credential, SECRET clearance, and at least 3 years in IT with 1 year in a lead or supervisory Service Desk position.

Competenze

• Must possess and maintain DoD 8140 workforce qualification/certification applicable to the assigned position (e.g., CompTIA Security+, CySA+, CASP+/SecurityX).
• Must have SECRET Clearance.
• 3 years IT experience, including 1 year in a lead/supervisory Service Desk role.

Mansioni

• Lead and coordinate 24/7/365 Service Desk operations, ensuring shift coverage and escalation when needed.
• Oversee AESMP and other Army-mandated systems for incident management and reporting.
• Ensure all incidents and service requests are documented, categorized, prioritized, assigned, tracked, and resolved.
• Monitor active ticket queues, aging tickets, outages, and service degradations to meet SLAs.
• Coordinate with external organizations to resolve network access issues and dependencies outside local authority.
• Provide technical guidance, mentoring, and on-the-job training to Service Desk personnel.

Conoscenze

Service Desk leadership

Customer service excellence

Incident management

SLA compliance

Strumenti

AESMP

Active Directory

DEPO

Descrizione del lavoro

Akima Systems Engineering (ASE) seeks a Service Desk Administrator for on-site work at Shaw Air Force Base in Sumter, SC. You will provide front-line IT support for computer, printer, and network issues, coordinate with AESMP, Active Directory, and DEPO services, and ensure ticket lifecycle from intake to closure aligns with USARCENT G-6 SLAs.

The role requires a DoD 8140-verified credential, SECRET clearance, and at least 3 years in IT with 1 year in a lead or supervisory Service Desk position.