Service Desk Technician I-Kuwait-
Akima, LLC
Kuwait
منذ 2 يوم

Description

Five Rivers Services, LLC (FRS) provides full-spectrum communications, information technology (IT), network operations, video teleconferencing (VTC), audiovisual, multimedia, and command, control, communications, Computers, Intelligence, Surveillance, and Reconnaissance (C4ISR) services and solutions to Department of Defense, Federal Government agencies, and the commercial sector.

Currently, FRS operates in Iraq, Afghanistan, Kuwait, Djibouti, and several continental U.S. locations.

POSITION SUMMARY :

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 or 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.

MAJOR JOB ACTIVITIES :

  • Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.
  • Assists the IMO with daily functions of computer, network and software management for the site and all users.

  • 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.
  • Excellent interpersonal skills are required.

  • Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
  • May be required to work for 12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.
  • Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.

  • Troubleshoots Microsoft OS issues on Army Gold Master / Universal Gold Master along with setup and Microsoft Office 2007.
  • Troubleshoots all other site authorized software with IMOs and users.

  • Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.
  • Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities.
  • Completes all tasks and assignments as requested by Supervisors and Management.

  • Performs other duties and assignments as required.
  • MATERIAL & EQUIPMENT DIRECTLY USED :

    Desktop computer, printer / copier, digital sender, telephones, Remedy 7.6, Microsoft Exchange Server 2007, Print Queue Management, Army Gold Master / Universal Gold Master, Microsoft Office with a focus on Outlook 2007, and Microsoft Internet Explorer.

    WORKING ENVIRONMENT / PHYSICAL ACTIVITIES :

    Working environment will be in an open office area. Individual must be able to lift up to 20 lbs unassisted. Work environment will be very hot due to climatic conditions within the region.

    Personnel will also be required to sit and talk on the phone for long periods of time.

    REQUIRED SKILLS & EXPERIENCE

  • High school diploma or GED. Graduate of military or technical courses in the field of Information Technology.
  • Must have a minimum of one year of experience in a Service Desk environment. Must have a working knowledge of Microsoft Office software.
  • Excellent customer service skills are mandatory.
  • This position requires DOD IAT Level I certification or higher and corresponding Computing Environment certification.
  • Must have at least one or more of the following baseline certifications : A+, Network +, or SSCP and Must have one or more Computing Environment certifications such as : MCP, MCITP, CCNA, Server +, MCP.
  • The valid Computing Environment certs are :

  • Microsoft Specialist : Windows 7 - Configuring (Exam 70-680)
  • Microsoft Specialist : Windows 7 - Enterprise Desktop Administrator (Exam 70-686)
  • Microsoft Specialist : Windows 7 - Enterprise Desktop Support Technician (Exam 70-685)
  • Microsoft Specialist : Windows 10 - Configuring Windows Devices (Exam 70-697)
  • Microsoft Specialist : Windows 10 - Planning for and Managing Devices in the Enterprise (Exam 70-398)
  • Microsoft Specialist : Windows 10 - Installing and Configuring Windows 10 (Exam 70-698)
  • MCSA : Windows Server 2008 / 2012 / 2016
  • MCSA : Windows 7 / 10
  • MCSE : Enterprise Devices and Apps
  • MCSE : Server Infrastructure
  • MCSE : Private Cloud
  • MCSE : Cloud Platform and Infrastructure
  • SECURITY CLEARANCE

  • Secret Clearance Required
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