Service Desk Administrator with Security Clearance

Akima Systems Engineering is seeking a Service Desk Administrator to provide front-line customer service desk support on-site at USARCENT G6 on Shaw Air Force Base in Sumter, SC. This full-time, on-site position involves responding to and resolving computer, printer, and network issues via phone, walk-in, email, and Remedy ticketing. The role requires quick decision-making, detailed task management, and excellent customer service skills to ensure timely resolution and proper escalation of work orders.

Responsibilities

• Document and track all service requests and incidents via phone calls, walk-ins, and emails; generate and manage trouble tickets throughout the lifecycle.
• Monitor and review active tickets to ensure timely problem resolution, collect and analyze outage data, and provide real-time updates and feedback to customers.
• Prepare and deliver trend analysis and resolution time reports to USARCENT G-6 leadership and the Contracting Officer's Representative (COR) in accordance with technical exhibit requirements.
• Provide initial response to outages or service degradations, assess the issue, and assign tickets to the appropriate technical section or escalation tier.
• Deliver multi-tiered user support:
  • Tier 1: Provide end-user assistance via phone or remote desktop access.
  • Tier 2: Perform on-site/deskside technical support when remote resolution is not feasible.
  • Tier 3: Escalate complex issues to system or network engineers through the ticketing system.
• Contact the customer prior to ticket closure to confirm remediation actions and ensure restored operations.
• Remediate or escalate issues in accordance with defined service level timelines and technical exhibit guidance.
• Develop and manage a customer feedback system (card or web-based) to capture satisfaction data and report results to USARCENT G-6 leadership and the COR per contract deliverables.
• Coordinate with external agencies (e.g., RCC-SWA, DISA, or other contractors) to resolve access issues or system dependencies beyond local authority.
• Perform workstation and peripheral configurations including desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, AV controls, and CAC readers.
• Activate and configure network connections (router ports and VLANs) for LAN drops; maintain and update standard system images for all approved government desktop/laptop models.
• Provide technical and managerial support for Defense Enterprise Provisioning Online (DEPO) enterprise email (NIPRNET/SIPRNET) accounts; serve as DEPO General Manager (GM) or Entitlement Manager (EM) for the USARCENT G-6 Shaw Service Desk.
• Follow USARCENT SOPs for network access procedures for incoming personnel, verifying training completion in ATCTS and ensuring all SAAR forms are properly signed and approved before account creation in Active Directory.

Qualifications

• Minimum 1 year of experience in Service Desk Operations.
• Compliance with DoD 8570.01-M, DoDD 8140, or the latest authoritative policy.
• Required: CompTIA A+ Certification.
• Preferred: CompTIA Security+ and DoD 8570 IAT Level II baseline certification.
• Active Secret Clearance (clearance requirements established by the government contract).

About the company

Akima Systems Engineering (ASE), an Akima company, is an Alaska Native Corporation (ANC) supporting federal systems across the Department of Defense. ASE delivers solutions in maritime IT, systems engineering, and integration, with a mission that extends to supporting 15,000 Iñupiat shareholders in Alaska. The company offers a challenging, supportive work environment committed to innovation and diversity, along with comprehensive benefits, competitive pay, growth opportunities, and excellent retirement options.