Service Desk Administrator

Akima, LLC•Sumter, SC

3d•Onsite

About The Position

Akima Systems Engineering is hiring a Service Desk Administrator to provide front-line customer service desk support at USARCENT G6 on Shaw Air Force Base in Sumter, South Carolina. The role responds to and resolves computer, printer, and network issues reported in person, by phone, through Remedy, or by email. It requires quick decision-making and detailed task management so unresolved work orders are promptly assigned to the appropriate IT groups. Excellent customer service skills are mandatory. This is a full-time, on-site position; remote and hybrid schedules are not available. The Administrator documents and manages service requests and incidents throughout their lifecycle, monitors ticket progress and service levels, communicates with customers, and prepares required reports. The role provides Tier 1 phone or remote desktop assistance, Tier 2 on-site support, and escalation of complex issues to engineers. It also handles workstation and peripheral configuration, network connections, standard system images, enterprise email provisioning, and account-access procedures in accordance with USARCENT policies.

Requirements

At least 1 year of Service Desk Operations experience.
Experience and qualifications in accordance with DoD 8570.01-M, DoDD 8140, or the latest authoritative policy.
Required CompTIA A+ certification.
Active Secret clearance.
Excellent customer service skills.

Nice To Haves

CompTIA Security+ certification.
DoD 8570 IAT Level II baseline certification.

Responsibilities

Document and track service requests and incidents received by phone, walk-in, and email, and generate and manage trouble tickets throughout their lifecycle.
Monitor active tickets to support timely resolution, collect and analyze outage data, and provide real-time updates and feedback to customers.
Prepare trend analysis and resolution-time reports for USARCENT G-6 leadership and the Contracting Officer’s Representative (COR) in accordance with technical exhibit requirements.
Respond initially to outages or service degradations, assess issues, and assign tickets to the appropriate technical section or escalation tier.
Provide Tier 1 end-user assistance by phone or remote desktop access.
Provide Tier 2 on-site or deskside technical support when remote resolution is not feasible.
Escalate complex Tier 3 issues to system or network engineers through the ticketing system.
Contact customers before closing tickets to confirm remediation actions and restored operations.
Remediate or escalate issues in accordance with service-level timelines and technical exhibit guidance.
Develop and manage a card- or web-based customer feedback system, capture satisfaction data, and report results to USARCENT G-6 leadership and the COR.
Coordinate with external agencies, including RCC-SWA, DISA, and other contractors, to resolve access issues or dependencies beyond local authority.
Configure workstations and peripherals, including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers.
Activate and configure network connections, including router ports and VLANs for LAN drops, and maintain and update standard system images for approved government desktop and laptop models.
Provide technical and managerial support for Defense Enterprise Provisioning Online (DEPO) enterprise email accounts on NIPRNET and SIPRNET, serving as DEPO General Manager or Entitlement Manager for the USARCENT G-6 Shaw Service Desk.
Follow USARCENT network-access procedures for incoming personnel, verify training completion in ATCTS, and ensure SAAR forms are properly signed and approved before Active Directory account creation.