Service Desk Admin I (NOSC)

Kuwait City
Permanent
Full-time

2 months ago

Job Description:OverviewWorking across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.The Service Desk Administrator plays a critical role in maintaining and supporting enterprise IT systems and services. Certified at the associate specialist level in multiple disciplines, such as systems, networks, and security (e.g., MCSA, CCNA-Security), this individual ensures the seamless operation of core systems through proactive monitoring, troubleshooting, and resolution of incidents and requests reported to the RCC-SWA.Key responsibilities include performing initial assessments, triage, research, and resolution of technical issues while maintaining clear communication with customers. The Service Desk Administrator also monitors and analyzes both scheduled and unscheduled Authorized Service Interruptions (ASIs) affecting Defense Information Systems (DISA) and CENTCOM facilities. They interpret network topologies to identify and address Hazardous Conditions (HAZCON) within the Southwest Asia Area of Responsibility (AOR).Equipped with a solid understanding of DISA guidelines and ITIL processes, the Service Desk Administrator is responsible for managing tickets throughout their lifecycle, ensuring timely updates, resolution, and customer satisfaction. This position combines technical expertise with a commitment to delivering high-quality support for mission-critical operations. Program: OMDAC-SWACAThis position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.
Responsibilities

Technical and Incident Support:

Provide enterprise-level technical and non-technical support for AESMP incidents and requests.
Act as an escalation point for complex application or system issues, offering guidance and resolution strategies.
Incident Analysis and Reporting:

Deliver feedback and analysis on technical and non-technical events to internal Vectrus leadership and Watch Officers.
Document all duty shift activities impacting theater operations, including outages, Authorized Service Interruptions (ASI), Hazardous Conditions (HAZCONs), receipt of Network Tasking Orders (NTO), and network trends or metrics.
Customer Service Excellence:

Maintain a high level of customer service during support interactions, adhering to service management principles and ensuring effective communication.
Regional Coordination:

Serve as the primary point of contact (POC) with Regional Network Operations Centers (NOCs), CENTCOM, and NETCOM to manage, monitor, and maintain awareness of ASIs within the RCC-SWA Area of Responsibility (AOR).
Documentation and Standardization:

Provide input and updates for Site Operating Procedures (SOPs) and Work Instructions (WIs) to standardize and improve processes.
Account and System Management:

Create, modify, and delete user and computer objects within Active Directory.
Provision, modify, and delete enterprise email accounts using DISA DEPO or the Army365 account portal.
Service Coordination:

Create, modify, and coordinate ASI requests with designated organizations for theater operations.
Work Environment:

Perform effectively in a fast-paced, deadline-driven environment, ensuring smooth operational continuity and swift issue resolution.
All other duties as required.
This role demands a combination of technical expertise, attention to detail, and the ability to collaborate across multiple stakeholders to support critical theater operations.

Qualifications

Qualifications
Security Clearance:

Requires an active active Secret Clearance
Education / Certifications: Equivalent experience may substitute for formal education on a year-for-year basis: One year of relevant professional experience can replace one year of education if a degree is required.

Associate’s degree in Computer Science, Management Information Systems (MIS), Information Systems (IS), Engineering, or a related field preferred.
This position requires candidates to adhere to DoD 8570.01M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
The authorized certifications for this job title are listed as follows:
IAT Level: IAT II
BASELINE:

Cisco: CCNA: Certified Network Associate - Security
Cisco: CCNP: Certified Network Professional - Security
CompTIA: CASP+ ce: Advanced Security Practitioner
CompTIA: Security+ ce
GIAC: GCED: Certified Enterprise Defender
GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
GIAC: GICSP: Industrial Cyber Security Professional
GIAC: GSEC: Security Essentials
ISACA: CISA: Certified Information Systems Auditor
ISC2: CISSP (or Associate): Certified Information Systems Security Professional
ISC2: SSCP: Systems Security Certified Practitioner
COMPUTING ENVIRONMENT (CE):

MCSA: Microsoft Certified Solutions Associate (Windows Server 2016 or Windows 10)
Microsoft Certified: Security Operations Analyst Associate
Microsoft Certified: Information Protection Administrator Associate
Microsoft: 365 Certified: Endpoint Administrator Associate
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft 365 Certified: Security Administrator Associate
Microsoft 365 Certified: Messaging Administrator Associate
Microsoft Certified: Identity and Access Administrator Associate
Microsoft Certified: Azure Administrator Associate
Red Hat Certified Systems Administrator (RHCSA)
Cisco Certified Network Associate (CCNA)
Juniper Networks Certified Internet Specialist (Any specialization)
Experience: Academic study beyond high school (up to a bachelor’s degree) in Software Engineering, Business Information Systems, or a similar discipline may substitute for up to three years of general experience

A minimum of 4 years of professional experience in roles demonstrating technical, administrative, managerial, or analytical expertise in management information systems.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

V2X

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