Service Desk Administrator 1

Overview

Working 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 $4.5B 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 Front Line Customer Service Desk Support is 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. Program:  OMDAC-SWACA.

This 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 to include but not limited to the ability to obtain and maintain a host nation visa and host nation driver’s license in order to be qualified for this position.

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 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.

Qualifications

Qualifications

• Security Clearance:
  • Requires an active active Secret Clearance
  •  
• Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.
  • High School Diploma or GED required.
  • 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:
  • Baseline: 
    • Cisco: CCNA: Certified Network Associate - Security 
    • Cisco: CCNP: Certified Network Professional - Security 
    • CompTIA: A+ ce
    • CompTIA: CASP+ ce: Advanced Security Practitioner
    • CompTIA: Network+ ce
    • CompTIA: Security+ ce
    • CompTIA: SecurityX 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):
    • CompTIA: Server+
    • Microsoft: 365 Certified: Endpoint Administrator Associate
    • Microsoft: 365 Certified: Enterprise Administrator Expert
    • Microsoft: 365 Certified: Messaging Administrator Associate
    • Microsoft: 365 Certified: Modern Desktop Administrator Associate
    • Microsoft: 365 Certified: Security Administrator Associate
    • Microsoft: Certified: Azure Administrator Associate
    • Microsoft: Certified: Azure Database Administrator Associate
    • Microsoft: Certified: Azure Security Engineer Associate 
    • Microsoft: Certified: Azure Solutions Architect Expert
    • Microsoft: Certified: Identity and Access Administrator Associate
    • Microsoft: Certified: Information Protection Administrator Associate
    • Microsoft: Certified: Security Operations Analyst Associate 
    • Microsoft: MCSA: SQL 2016 Database Admin
    • Microsoft: MCSA: SQL 2016 Database BI Development
    • Microsoft: MCSA: SQL 2016 Database Dev
    • Microsoft: MCSA: Windows 10
    • Microsoft: MCSA: Windows Server 2012
    • Microsoft: MCSA: Windows Server 2016 
    • Microsoft MCSE:  Cloud Platform and Infrastructure
    • Microsoft MCSE:  Core Infrastructure
    • Microsoft MCSE:  Database Management and Analytics
    • Microsoft MCSE:  Enterprise Devices and Apps
    • Microsoft MCSE:  Private Cloud 2012
    • Microsoft MCSE:  Productivity Solutions Expert
    • Microsoft MCSE:  Server Infrastructure 2012
    • Microsoft MCT:  Certified IT Professional
    • Microsoft MCT:  Certified Systems Administrator 

Experience:

• • Should have a minimum of three years of experience in customer service environment.
  • Experience in a Service Desk environment is preferred.
  • Excellent customer service skills are mandatory.
  • Experience with a customer service-oriented company.

Physical Requirements: 

• • Must be capable of lifting, pushing, and pulling items weighing up to 50 lbs.
  • Must be capable of wearing Personal Protective Equipment (helmet and plated vest) which can weigh 25 to 40lbs, for extended periods of time.

Work Environment:

• • The work environment will be 95% indoors and 5% outdoors.
  • The outdoor work environment may exceed temperatures 100 degrees F.  Candidate must be able to physically withstand extreme heat. 

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.

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