Service Desk Administrator - Secret Clearance (SSBI) - Romania - 6 month assignment

The Service Desk Administrator provides oversight of the Tier I and Tier II service desk support team for a large base of end-users in an austere location. This support includes desktop and server management layer 2 and 3 network device and systems administration of servers and storage devices and applications. The systems administrator is responsible for the day-to-day operation of network resources and responsibility of the data and communication environment to include installation, maintenance, and usage of the data and voice systems and architectures.

The Service Desk Administrator will report to the overall site lead and ensure the team members report all activities per the task order, customer, and PMO. The lead will assist the other systems administrators with the review and analyze end-user requests to include opening and closing tickets, logging ticket resolutions, troubleshooting problems, documenting best practices, initiating corrective actions as required and collecting metrics. The systems administrator must possess strong systems administrative troubleshooting skills, excellent customer facing support skills, and communication skills. Excellent customer service skills are mandatory for the performance of this position and the systems administrator must deliver exceptional customer service to each and every end-user. The systems administrator must be able to work in tandem in a dynamic team environment with the government customers.

The Tier I and II service desk and systems administration functions.

• Provides first line customer service support to end-users with primary responsibility for providing immediate customer response with proactive and immediate troubleshooting, configuring, and repairing systems, software, and ancillary hardware issues.
• Ensure proper baselining and patching of systems, STIG and SCAP compliance, installation and deployment.
• Ability to properly and effectively provide customer intake across the full spectrum of reporting which includes but not limited to in person, by phone, using Remedy, and sending emails.
• Troubleshoot operating systems to include recent and current versions of Microsoft OS issues on Army Gold Master
• Provide end-to-end system administration to client systems with installing and configuring Microsoft Office Product Suites and provides support to other theater authorized software.
• Processes all non-standard software requests through proper authorizing organizations.
• Validates and archives Authorized to Operate (ATO), Authorized to Connect (ATC) and Certificate of Networthiness (CoN) documents, per AR 25-1 and network accreditation processes.
• Conduct software license tracking, renewals, and audits.
• Maintain inventory of all equipment, software and software licenses.
• Provide technical support, guidance, and administration of Microsoft Systems Center Configuration Manager (SCCM), Microsoft BitLocker Administration and Monitoring (MBAM), Network Access Controls, Domain Group Policy Object (GPO) Controls, Active Directory (AD), Organizational Units (OU) structures.
• Responsible for software/hardware maintenance and troubleshooting of various vendor devices/platforms.
• Administers and maintains OS applications, firm ware, antivirus, BIOS security and IAVA requirements by the US Army standards and regulations to include Assured Compliance Assessment Solution (ACAS), Security Technical Implementation Guides (STIGs), and Security Content Automation Protocol (SCAP) compliancy.
• Troubleshooting all other site authorized software with IMO's and users.
• Proficient in creation of customer exchange accounts, user document collection/processing and ATCTS verification.
• Manage for Active Directory account requests as well as training and certification records for Active Directory users as part of the ATCTS compliancy requirement which includes but is not limited to Information Assurance awareness training, AUP, SAAR, and any other required certifications needed.
• Perform Tier 1/2 Hardware repair for computers, print devices, digital senders and associated IT peripherals.
• Conduct Information Management Officer (IMO) and customer-based application training, develop training documents, and take part in application/product develop/test beds to include application/product roll outs.
• Analyze, write and improve Knowledge Databases, Standard Operating Procedures (SOP) and Work Order Procedures (WOP) to reduce resolution wait times, improve actionable response times and maintain contractual compliancy.
• Collect, document and analyze network metrics to identify potential patterns and trends, work with application tools and within technical teams to document steps for improvements while maintaining customer satisfaction in every step of the service delivery model.

Qualifications

• High school diploma or equivalency. Graduate of military or technical school in the field of Information Technology.
• Must have a valid US and international driver's license.
• The candidate must have an IAT Level at time of hire and maintain IAT II compliancy as a condition of employment.
• Qualified Systems Administrator candidates must be currently qualified under AR 25-2 and DoD Instruction 8750 for elevated privileges on DoD and US Army Networks.
• Applicable Microsoft certifications are required to include, but not limited to, Microsoft Certified Technology Specialist (MCTS), MCSE, MCSA, or more recent, equivalent or higher Microsoft Certifications.
• The candidate must possess a secret clearance and be able to obtain a top secret clearance.

Experience:

• Excellent customer service skills and communication skills are necessary.