Akima · 1 day ago
Service Desk Administrator
Sumter, SC
Full-time
Onsite
Entry Level
1+ years expAkima Systems Engineering is seeking a Service Desk Administrator to provide front-line customer service desk support on Shaw Air Force Base, SC. The role involves responding to and resolving computer, printer, and network issues while maintaining excellent customer service and managing service requests effectively.
ConstructionCyber SecurityConsultingInformation TechnologyLogisticsManagement ConsultingSupply Chain ManagementTechnical Support
No H1B
Security Clearance RequiredU.S. Citizen Only
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 as follows: 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
Qualification
Required
Minimum 1 year of experience of Service Desk Operations and IAW DoD 8570.01-M, DoDD 8140, or the latest authoritative policy
Required CompTIA A+ Certification
Active Secret Clearance
Preferred
CompTIA Security +
DoD 8570 IAT Level II baseline certification
Benefits
Comprehensive benefits
Competitive pay
Growth opportunities
Excellent retirement options
Company
Akima
Akima focuses on delivering services in the areas of logistics, IT, supply chain, systems engineering, construction and protective services.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Chris Jenkins
Group President
Michael Alvarado
Chief Growth Officer
Recent News
Providence Business News
2025-12-31
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2025-10-23
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