Company Overview:Work Where it MattersFive 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 Iñupiat 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 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. Responsibilities:
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 issuesProvides telephone customer support for incoming and follow up calls used for initial troubleshootingMay be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble ticketsMust have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service DeskTroubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007Troubleshoots all other site authorized software with IMOs and usersCreates logon and email accounts using Microsoft Exchange Server and User ManagerManages Network Services with Server Manager, Print Queue Management and CISCO VMPS AdministrationWorks within a small continuous improvement focused teamTracks and documents work performed to allow accurate reporting of all Service Desk activitiesCompletes all tasks and assignments as requested by Supervisors and ManagementPerforms other duties and assignments as required Qualifications:
Must be a US citizen with an active Secret clearance, or higher level, security clearance
High school diploma or GED with at least one (1) year experience in a service desk/help desk environmentPrerequisite requirements for State-side applicants: valid U.S. passport, must be able to obtain and maintain an International Driver’s Permit (IDP), valid U.S. driver’s license, and the ability to successfully pass a police clearance check and medical qualificationsPrerequisites for in-country applicants: valid U.S. passport, valid International Driver’s Permit (IDP) or Kuwait-issued driver's license, valid U.S. driver’s license, medical qualifications, self-identify current visa sponsor & employer, and a copy of your Civil ID and/or work visaYou must be able to meet all health requirementsMust be able to pass a detailed medical and dental examMust be able to complete CONUS Replacement Center (CRC) Training for deployment overseasMust have a working knowledge of Microsoft Office softwareDemonstrated strong customer service skills are mandatory * Excellent interpersonal skills are requiredRequires 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:
