Service desk administrator

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. To join our team of outstanding professionals, apply today!

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 escalate 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.