Service Desk Administrator – Camp Arifjan, Kuwait

About the role

The Service Desk Administrator provides front‑line IT support at Camp Arifjan, handling computer, printer and network issues for military and civilian users. The role involves direct interaction with customers in‑person, by phone, and through ServiceNow ticketing.

Key responsibilities

• Serve as the first point of contact for all IT incidents, providing immediate assistance and troubleshooting.
• Log, prioritize and route tickets using ServiceNow, ensuring unresolved issues are assigned to the appropriate IT groups.
• Collaborate with the site Information Management Officer (IMO) to optimise Service Desk resource utilisation.
• Perform 12‑hour shift coverage, including telephone support and follow‑up calls.
• Troubleshoot Microsoft Windows operating systems, Army Gold Master/Universal Gold Master images and Microsoft Office 2007.
• Create and manage user accounts, email accounts, and distribution lists in Microsoft Exchange Server.
• Administer network services, print queues, and Cisco VMPS configurations.
• Document all activities for accurate reporting and continuous improvement.

Required profile

• U.S. citizen with an active Secret clearance (or higher).
• High school diploma or GED with at least one year of service desk or help‑desk experience.
• Valid U.S. passport and driver’s license; for in‑country candidates, a valid International Driver’s Permit or Kuwait driver’s license.
• Ability to pass medical qualifications and police clearance checks.

Required skills

• ServiceNow ticketing system
• Microsoft Windows operating systems
• Microsoft Office 2007
• Microsoft Exchange Server
• User Manager
• Server Manager
• Print Queue Management
• CISCO VMPS Administration