service desk technician

DigiSay

<div>
 The Big Picture
 
 
 DigiSay Group is a media tech company that started in 2010 focusing initially on creator services including content management and distribution. Today DigiSay acts as a media group with subsidiaries providing end to end services around the content life-cycle from inception to monetization. DigiSay aims to focus on the media sector from a technology, production, and venture building perspective.
 
 
 Job Role
 
 
 The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all staff at the company. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person and self-service.
 
 
 Main
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide first-line support to users in the operation and troubleshooting of hardware, including printers, scanners, laptops, and other external devices.
 </li>
 <li>
 Diagnose and resolve software and hardware incidents, including operating systems (Windows and macOS) and a wide range of software applications.
 </li>
 <li>
 Support IT suite operations by creating and maintaining instructional materials (printed and online) to help users become more self-sufficient and reduce support calls.
 </li>
 <li>
 Deliver inductions and basic training sessions on IT facilities and services for new staff or users as required.
 </li>
 <li>
 Conduct &ldquo;laptop clinics&rdquo; to assist staff with device setup, maintenance, and troubleshooting.
 </li>
 <li>
 Respond promptly to logged IT incidents, ensuring accurate documentation and timely updates to users.
 </li>
 <li>
 Take ownership of issues by performing problem analysis and implementing temporary or permanent fixes to restore service as quickly as possible.
 </li>
 <li>
 Escalate unresolved incidents to higher-level technical teams when necessary, while maintaining communication with the user until resolution.
 </li>
 <li>
 Assist in maintaining the IT asset inventory and ensuring compliance with IT policies and procedures.
 
 
 </li>
 </ul>
 
 Qualifications And Skills
 
 
 
 <ul>
 <li>
 Basic understanding of computer hardware, operating systems (Windows and macOS), and common office software (Microsoft 365, Google Workspace, etc.).
 </li>
 <li>
 Strong problem-solving and analytical skills.
 </li>
 <li>
 Excellent communication and interpersonal abilities.
 </li>
 <li>
 Customer-service oriented with attention to detail and patience when handling user issues.
 </li>
 <li>
 Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in any field, preferably in Information Technology or related studies.
 </li>
 <li>
 1-3 years of Experience in relevant field.
 </li>
 <li>
 Very good self learning and problem solving skills.
 </li>
 <li>
 Excellent Knowledge of (Installing Hardware / Software, Troubleshoot).
 </li>
 </ul>
</div>

IT Help Desk

Digisay

<div>The Big Picture
DigiSay Group is a media tech company that started in 2010 focusing initially on creator services including content management and distribution. Today DigiSay acts as a media group with subsidiaries providing end to end services around the content life-cycle from inception to monetization. DigiSay aims to focus on the media sector from a technology, production, and venture building perspective.
Job Role
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all staff at the company. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person and self-service. 
Main Responsibilities
<ul><li>Provide first-line support to users in the operation and troubleshooting of hardware, including printers, scanners, laptops, and other external devices.</li><li>
Diagnose and resolve software and hardware incidents, including operating systems (Windows and macOS) and a wide range of software applications.</li><li>
Support IT suite operations by creating and maintaining instructional materials (printed and online) to help users become more self-sufficient and reduce support calls.</li><li>
Deliver inductions and basic training sessions on IT facilities and services for new staff or users as required.</li><li>
Conduct &ldquo;laptop clinics&rdquo; to assist staff with device setup, maintenance, and troubleshooting.</li><li>
Respond promptly to logged IT incidents, ensuring accurate documentation and timely updates to users.</li><li>
Take ownership of issues by performing problem analysis and implementing temporary or permanent fixes to restore service as quickly as possible.</li><li>
Escalate unresolved incidents to higher-level technical teams when necessary, while maintaining communication with the user until resolution.</li><li>
Assist in maintaining the IT asset inventory and ensuring compliance with IT policies and procedures.</li></ul>
Qualifications and Skills
<ul><li>Basic understanding of computer hardware, operating systems (Windows and macOS), and common office software (Microsoft 365, Google Workspace, etc.).</li><li>
Strong problem-solving and analytical skills.</li><li>
Excellent communication and interpersonal abilities.</li><li>
Customer-service oriented with attention to detail and patience when handling user issues.</li><li>
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.</li></ul>
Requirements
<ul><li>Bachelor's degree in any field, preferably in Information Technology or related studies.</li><li>1-3 years of Experience in relevant field.</li></ul>
<ul><li>Very good self learning and problem solving skills.</li></ul> 
<ul><li>Excellent Knowledge of (Installing Hardware / Software, Troubleshoot).</li></ul></div>

PaceMate™

<div>PaceMate&trade; Information Technology Help Desk Technician (full-time, remote) 
Primary Location: All U.S. Locations (remote) 
Why work at PaceMate? 
Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate is one of the nation&rsquo;s fastest-growing companies in cardiac rhythm management software and remote monitoring. Combining the most technologically advanced cloud-native software, research-grade data, and seamless integrations, PaceMateLIVE&trade;, the company&rsquo;s flagship remote monitoring software platform, is enabling many of the nation&rsquo;s most renowned electrophysiologists, device clinics, and healthcare systems to effectively manage their device patient populations. With PaceMate, healthcare organizations can experience comprehensive interoperability and secure data exchange&mdash;significantly improving patient outcomes, reimbursements, and productivity. 
 
JOIN OUR TEAM 
Joining the PaceMate&trade; Team means becoming a vital part of a group that is dedicated to using technology to benefit patients, caregivers, and hospital administrators while driving healthy turnkey solutions that identify lost revenues and inefficiencies. 
 
We are currently seeking a Remote Information Technology Help Desk Technician who will be responsible for providing technical assistance and support to end-users with computer systems, hardware, or software issues. This role involves responding to queries, diagnosing, and troubleshooting technical problems, and guiding users through step-by-step solutions. The Helpdesk Technician ensures smooth operations by resolving issues, maintaining systems, and offering excellent customer service. 
 
PaceMate offers those employees working full-time a robust compensation and benefit package to include Health and Prescription coverage, Dental, Vision, Long-Term Disability, Short-Term Disability, AD&amp;D, Flexible Spending Account, Healthcare Savings Account, 401k Retirement Savings, Discount Program, Employee Assistance Program, Financial Wellness Program, Paid Time Off, Legal Insurance, Hospital Indemnity, Critical Illness, and Accident Coverage. 
 
ESSENTIAL FUNCTIONS &amp; RESPONSIBILITIES:<ul><li>
Monitor ticketing system, functioning as initial contact with customers. Providing technical support and troubleshooting assistance to end-users via phone, email, or other communications platforms.
</li><li>Diagnose and resolve software, hardware, and network-related issues promptly and effectively.
</li><li>Install, configure, and maintain computer systems, software, and peripheral devices.
</li><li>Escalate complex issues to appropriate IT support teams and follow up on problem resolution.
</li><li>Document, track, and monitor problems to ensure timely resolution and maintain accurate records of support requests and solutions.
</li><li>Assist in maintaining and updating technical documentation and knowledge base articles for user reference.
</li><li>Collaborate with IT team members to improve systems, procedures, and overall efficiency.
</li><li>Offer training and guidance to end-users on new technologies and applications</li></ul> 

QUALIFICATIONS:
 
An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management&rsquo;s right to assign or reassign duties and responsibilities to this job at any time. 
 
EDUCATION, TRAINING, AND EXPERIENCE:<ul><li>
Relevant certifications or a degree in Information Technology or a related field is advantageous
</li><li>Proven experience as a Helpdesk Technician or in a similar role.</li><li>
Proficiency in troubleshooting and resolving technical issues related to computer systems, software, and hardware.</li><li>
Strong knowledge of operating systems, network protocols, and software applications.</li><li>
Excellent communication skills and the ability to explain technical information in user-friendly language.</li><li>
Customer-oriented approach with a focus on providing high-quality service.</li><li>
Relevant certifications or a degree in Information Technology or a related field is advantageous</li></ul> 

Technology Stack Requirements:
 
Bold are required.<ul><li>
Windows 10/11</li><li>
Mac OS</li><li>
Office 365: Essential for a wide range of office-related tasks and collaboration.</li><li>
MS Azure: Microsoft's cloud service - vital for cloud-based solutions and infrastructure preferred.</li><li>
ESET A/V:Refers to ESET's antivirus software - crucial for system security and protection.</li><li>
Kaseya (VSA, BMS): Tools for remote monitoring and management, and business management preferred.</li><li>
Barracuda: Likely Barracuda's security and data protection solutions.</li><li>
ZScaller: Security as a service providing secure access to applications and services preferred.</li><li>
MS Intune: Used for device management in an enterprise environment, particularly formanaging mobile devices and applications preferred.</li><li>
Proficient with PowerShell</li></ul> 

Responsibilities and Work Environment:<ul><li>
Primary responsibility: Handling user requests coming through various channels.</li><li>
Possible project involvement: Assisting in assigned projects.</li><li>
Other tasks as assigned.</li><li>
Remote position: Requires a dedicated workspace with privacy and a quiet environment due to phone-based support.</li><li>
Reliable high-speed internet: A must for seamless remote work.</li><li>
Soft skills: Need for a pleasant demeanor, multitasking ability, and staying composed under
</li><li>pressure, as they will be the primary interface for the IT department.</li></ul> 
This job description emphasizes the need for a candidate with a diverse technical skill set, the ability to 
handle user issues, and a requirement for excellent communication and soft skills due to the remote 
nature of the role. It also hints at potential project involvement, which could offer a dynamic aspect to 
the role beyond day-to-day user support. 
 
Applicants should ensure they possess the required technical proficiencies and soft skills and are 
equipped to work effectively in a remote environment. 
 
An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management&rsquo;s right to assign or reassign duties and responsibilities to this job at any time. 
 
REQUIRED EQUIPMENT<ul><li>
Must have access to stable, reliable internet access.</li></ul> 
PHYSICAL REQUIREMENTS 
 While performing the duties of this job, the employee is consistently required to remain in a
 
stationary position, constantly operate a computer or other office equipment, and frequently.
 
communicate with customers and employees. Must be able to exchange accurate information,
 
with the ability to effectively utilize voice over internet protocol; and repetitive motions using.
 
fingers and forearms in data entry. 
 
REPORTING RELATIONSHIPS 
Supervised by: Cloud Architect/IT Manager 
Supervises: None 
Target Compensation Range: $50,000 - $70,000 depending on education, certifications, experience and skill set.
 
 
COMPANY DESCRIPTION 
PaceMate&reg; is a pioneering force in cardiac remote monitoring and data management. We&rsquo;re driven by a mission to modernize digital healthcare and envision a future of connected, personalized cardiac care. Since 2015, PaceMate has been simplifying and streamlining device clinic operations with one easy-to-use platform&mdash;PaceMateLIVE&reg;. As the industry&rsquo;s only comprehensive cardiac remote monitoring solution, PaceMateLIVE&reg; uniquely pairs device and EHR data and prioritizes patient care intelligently. Visit PaceMate.com to see how together&mdash;We never miss a beat.&reg; 
About PaceMate 
Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate offers the most comprehensive remote cardiac monitoring solution in the industry. PaceMateLIVE is the only clinical dashboard with user-friendly integrations for all implantable cardiac devices, ambulatory monitors, consumer ECGs, and heart failure products. PaceMate&rsquo;s Auto-Triage&trade; prioritizes patients based on clinician-customized standards&mdash;not device alerts&mdash;resulting in a substantial reduction in alert burden. With the most live connections through EHR-partnered integrations across Epic, Cerner, and athenahealth, PaceMate offers a true, vetted, and validated industry-leading solution for interoperability: ensuring bi-directional data transfer for more accurate reporting, streamlined workflows, and one-click billing. PaceMate&rsquo;s software-only, concierge on-demand, and full-service offerings deliver a flexible, customized solution for cardiac practices. Visit PaceMate.com to learn how one platform is transforming the future of digital health.
rrakiBpLyI</div>

Information Technology Help Desk Technician

<div>About GAC
Our corporate DNA
World-class shipping, logistics, and marine services built on quality, safety, and sustainability with the human touch. GAC delivers flexible integrated portfolios to customers globally, emphasizing a long-term approach, sustainability, innovation, and ethics.
7500 + Employees around the world / 300 +Strategically located offices / 50 +Countries.
About Job
The main purpose of the IT Service Desk administrator is to provide fast, efficient, and effective IT and Communications support to the GAC Group of Companies within agreed SLAs. The IT Service Desk will provide 24x7x365 first-line support via all modern communication channels and offer remote support when required. Therefore, the Service Desk administrator must be flexible and available to work shifts during the day or night.
The job exists for an individual who will adopt ITIL Framework for Service Management. The Service Desk will log, categorize, assign, and resolve received IT requests and, where required, will use their excellent knowledge of GAC stakeholders and third-party suppliers to find solutions to Incidents and requests.
The job contributes to the smooth functioning of business operations and will demonstrate excellent knowledge of GAC&rsquo;s IT systems, Infrastructure, and service catalog.
 
Additionally, this role supports the continuous improvement of IT services through proactive monitoring, process automation, and enhancement of end-user digital experience. The administrator will also play a key role in maintaining endpoint security compliance, promoting user awareness, and collaborating with cybersecurity and infrastructure teams to strengthen the organization&rsquo;s IT resilience.
 This Position required to work on roster basis
Key Responsibilities
Provide L1 &amp; L2 support for Microsoft 365, which includes E-mail, OneDrive, SharePoint, MS Teams, including Teams Voice, Intune device management, and security compliance monitoring.
GAC Business Application administration and support.
Responsible for GAC Service Desk Support (ServiceNow).
Desktop and Applications support.
Administer GAC Monitoring systems.
Daily monitoring of Anti-virus status, Device Management, and Group IT Servers hosted on-prem and Cloud.
Monthly Patching of servers and endpoints.
Vendor Management (Suppliers/Consultants).
IT Service Desk Procedures &amp; Guidelines.
Responsible for Inventory Management. 
Requirements<ul><li>
Degree in IT or Secondary education with relevant technical qualifications.</li><li>
ITIL, Microsoft 365, Azure Administrator, and Certification in networking, Intune, Endpoint Manager, or ServiceNow certification would be an added advantage.</li><li>
Experience in ITSM platforms (ServiceNow, JIRA), automation tools, and cybersecurity awareness. Familiarity with cloud security, MFA, and zero-trust concepts.</li><li>
Minimum of 4 years&rsquo; experience in IT support within enterprise or hybrid cloud environments or in an IT administration function.</li><li>
Ability to work well under pressure with good problem-solving skills in a collaborative, team environment.</li><li>
Experience in Microsoft Device management solutions would be an advantage.</li><li>
Excellent command of the English language.</li><li>
Strong self-led, work prioritization, and strong analytical skills.</li><li>
Team-player.</li><li>
Strong influential skills when communicating inside and outside the organization with peers, vendors, and clients.</li><li>
Knowledge of service desk ticketing system &ndash; exposure to Jira on-prem would be an added advantage.</li></ul></div>

IT Service Desk Administrator

Capgemini

<div><div><div><div><h2 class="jobSectionHeader">Job Description
</h2></div><div>Provides IT support to customers regarding technical issues related to everyday usage of their Digital Workplace. In order to provide the high-quality standard service to customers, Service Desk Analysts analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues.
</div></div><div><div><h2 class="jobSectionHeader">Job Description - Grade Specific
</h2></div><div>Provides the IT support to customers regarding technical issues related to everyday usage of a computer. A more senior Service Desk Analyst, who analyzes and resolves most common enquiries and is able to resolve some more complex issues. They will cooperate with IT specialist team to&Atilde;&#130;&Acirc; deal with the most complex issues. They will drive continuous improvement and may also be Team Leads within the Service Desk organisation.</div></div></div></div>

Major Incident Management

Akima

<div>Company Overview: 
Work Where it Matters 
Five Rivers Services (FRS), an Akima company, is not just another federal IT 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 FRS, the work you do every day makes a difference in the lives of our 15,000 I&ntilde;upiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. 
For our shareholders, FRS 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, FRS provides full-spectrum capabilities including enterprise IT support services, satellite and communications IT operations and maintenance support, classified and unclassified base operations and administrative services, and more. 
As an FRS 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.
Description:

Five Rivers Services is looking for a Service Desk Administrator located at Camp Buehring, Kuwait. To join our team of outstanding professionals, apply today! 
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 ServiceNow 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.
Responsibilities:
<ul><li>Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.</li><li>
Assists the IMO with daily functions of computer, network and software management for the site and all users.</li><li>
Provides immediate response to all customers who come to the Service Desk Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues.</li><li>
Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.</li><li>
May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.</li><li>
Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.</li><li>
Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007.</li><li>
Troubleshoots all other site authorized software with IMOs and users.</li><li>
Creates logon and email accounts using Microsoft Exchange Server and User Manager.</li><li>
Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.</li><li>
Works within a small continuous improvement focused team.</li><li>
Tracks and documents work performed to allow accurate reporting of all Service Desk activities.</li><li>
Completes all tasks and assignments as requested by Supervisors and Management.</li><li>
Performs other duties and assignments as required.</li></ul>
Qualifications:
<ul><li>Must be a US citizen with an active Secret clearance, or higher level, security clearance</li><li>
High school diploma or GED with at least one (1) year experience in a service desk/help desk environment.</li><li>
Prerequisite requirements for State-side applicants: valid U.S. passport, must be able to obtain and maintain an International Driver&rsquo;s Permit (IDP), valid U.S. driver&rsquo;s license, and the ability to successfully pass a police clearance check and medical qualifications.</li><li>
Prerequisites for in-country applicants: valid U.S. passport, valid International Driver&rsquo;s Permit (IDP) or Kuwait-issued driver's license, valid U.S. driver&rsquo;s license, medical qualifications, self-identify current visa sponsor &amp; employer, and a copy of your Civil ID and/or work visa.</li><li>
You must be able to meet all health requirements.</li><li>
Must be able to pass a detailed medical and dental exam.</li><li>
Must be able to complete CONUS Replacement Center (CRC) Training for deployment overseas</li><li>
Must have a working knowledge of Microsoft Office software.</li><li>
Demonstrated strong customer service skills are mandatory.</li><li>
Excellent interpersonal skills are required.</li><li>
Requires candidates to adhere to DoD 8570.01-M: all candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:<ul><li>
Cisco: CCNA: Certified Network Associate - Security</li><li>
Cisco: CCNP: Certified Network Professional - Security</li><li>
CompTIA: A+ ce</li><li>
CompTIA: CASP+ ce: Advanced Security Practitioner (ended 17 Dec 2024)</li><li>
CompTIA: Network+ ce</li><li>
CompTIA: Security+ ce</li><li>
CompTIA: SecurityX ce</li><li>
GIAC: GCED: Certified Enterprise Defender</li><li>
GIAC: GCIH: Certified Incident Handler: Certified Incident Handler</li><li>
GIAC: GICSP: Industrial Cyber Security Professional</li><li>
GIAC: GSEC: Security Essentials</li><li>
ISACA: CISA: Certified Information Systems Auditor</li><li>
ISC2: CISSP (or Associate): Certified Information Systems Security Professional</li><li>
ISC2: SSCP: Systems Security Certified Practitioner</li></ul></li><li>
Computing Environment (CE) Certificates:<ul><li>
CompTIA: Server+</li><li>
Microsoft: 365 Certified: Modern Desktop Administrator Associate</li><li>
Microsoft: MCSA: Windows 10</li><li>
Microsoft: MCSA: Windows Server 2012</li><li>
Microsoft: MCSA: Windows Server 2016</li><li>
Microsoft: MCSE: Cloud Platform and Infrastructure</li><li>
Microsoft: MCSE: Enterprise Devices and Apps</li><li>
Microsoft: MCSE: Private Cloud 2012</li><li>
Microsoft: MCSE: Server Infrastructure 2012</li><li>
Microsoft: MCT: Certified IT Professional</li><li>
Microsoft: MCT: Certified Systems Administrator</li><li>
Microsoft: 365 Certified: Endpoint Administrator Associate</li><li>
Microsoft: 365 Certified: Enterprise Administrator Expert</li><li>
Microsoft: 365 Certified: Messaging Administrator Associate</li><li>
Microsoft: 365 Certified: Modern Desktop Administrator Associate</li><li>
Microsoft: 365 Certified: Security Administrator Associate</li><li>
Microsoft: Certified: Azure Administrator Associate</li><li>
Microsoft: Certified: Azure Database Administrator Associate</li><li>
Microsoft: Certified: Azure Security Engineer Associate</li><li>
Microsoft: Certified: Azure Solutions Architect Expert</li><li>
Microsoft: Certified: Identity and Access Administrator Associate</li><li>
Microsoft: Certified: Information Protection Administrator Associate</li><li>
Microsoft: Certified: Security Operations Analyst Associate</li><li>
Microsoft: MCSA: SQL 2016 Database Admin</li><li>
Microsoft: MCSA: SQL 2016 Database BI Development</li><li>
Microsoft: MCSA: SQL 2016 Database Dev</li><li>
Microsoft: MCSE: Core Infrastructure</li><li>
Microsoft: MCSE: Database Management and Analytics</li><li>
Microsoft: MCSE: Productivity Solutions Expert</li></ul></li></ul>
Job ID: 2025-19814 Work Type: On-Site</div>

Service Desk Administrator (IT Help Desk) - Camp Buehring (Secret Clearance Required)

<div>Company Overview:

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 I&ntilde;upiat 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.
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. To join our team of outstanding professionals, apply today!
Responsibilities:
<ul><li>Provide 24/7/365 on-site service desk support within Patton Hall to ensure continuous user assistance and incident response.</li><li>
Establish and maintain a service management system for incident resolution and trend analysis using the Army Enterprise Service Management Platform (AESMP) and other Army-mandated systems of record.</li><li>
Receive, document, and track all service requests and incidents via phone calls, walk-ins, and emails; generate and manage trouble tickets throughout the lifecycle.</li><li>
Monitor and review active tickets to ensure timely problem resolution, collect and analyze outage data, and provide real-time updates and feedback to customers.</li><li>
Prepare and deliver trend analysis and resolution time reports to USARCENT G-6 leadership and the Contracting Officer&rsquo;s Representative (COR) in accordance with technical exhibit requirements.</li><li>
Provide initial response to outages or service degradations, assess the issue, and assign tickets to the appropriate technical section or escalation tier.</li><li>
Deliver multi-tiered user support as follows:<ul><li>
Tier 1: Provide end-user assistance via phone or remote desktop access.</li><li>
Tier 2: Perform on-site/deskside technical support when remote resolution is not feasible.</li><li>
Tier 3: Escalate complex issues to system or network engineers through the ticketing system.</li></ul></li><li>
Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations.</li><li>
Remediate or escalate issues in accordance with defined service level timelines and technical exhibit guidance.</li><li>
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.</li><li>
Coordinate with external agencies (e.g., RCC-SWA, DISA, or other contractors) to resolve access issues or system dependencies beyond local authority.</li><li>
Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers.</li><li>
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.</li><li>
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.</li><li>
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.</li></ul>
Qualifications:
<ul><li>Minimum 1 year of experience of Service Desk Operations and IAW DoD 8570.01-M, DoDD 8140, or the latest authoritative policy.</li><li>
Required CompTIA A+ Certification (Preferred CompTIA Security +, DoD 8570 IAT Level II baseline certification).</li><li>
Active Secret Clearance.</li></ul>
Job ID: 2025-19811 Work Type: On-Site</div>

Service Desk Administrator (Active Secret Clearance required)

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