Service Desk Admin I (NOSC) V2X

Overview

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-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 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.

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:
• 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
• Computing Environment (CE):
  • Cisco: CCNA: Certified Network Associate
  • Juniper Networks Certified Internet Specialist (Any specialization)
  • 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: Identity and Access Administrator Associate
  • Microsoft: Certified: Information Protection Administrator Associate
  • Microsoft: Certified: Security Operations Analyst Associate
  • Microsoft: MCSA: Windows 10
  • Microsoft: MCSA: Windows Server 2016
  • Red Hat: RHCSA: Certified Systems Administrator
• 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.
  • Experience with a customer service-oriented company.
• Skills & Technology Used:
  • Army365 Portal
  • BMC Remedy (ITSM)
  • DHCP for devices and users in a worldwide WAN
  • DISA DEPO
  • DNS
  • Microsoft
  • Microsoft Active Directory
  • Networking services for Directory
  • SharePoint workflow
  • Spectrum & Solarwinds network topology maps