Service Desk Administrator – IT Help Desk (Secret Clearance)

About the role

The Service Desk Administrator provides front‑line IT support for users in Amman, handling computer, printer and network issues. The role requires rapid decision‑making, ticket management and excellent customer service, while ensuring all unresolved tickets are routed to the appropriate IT groups.

Key responsibilities

• Serve as the primary point of contact for in‑person, phone, email and Remedy ticket submissions.
• Assist Information Management Officers with daily computer, network and software management.
• Provide immediate troubleshooting for Microsoft OS, Office 2007, and site‑authorized applications.
• Create and manage user logon and email accounts using Microsoft Exchange Server and User Manager.
• Administer network services, print queues and Cisco VMPS.
• Log, track and document all service desk activities for reporting.
• Work 12‑hour shifts as needed and follow up on tickets until resolution.

Required profile

• U.S. citizen with an active Secret (or higher) security clearance.
• High school diploma or GED with at least one year of service‑desk/help‑desk experience.
• Valid U.S. passport and ability to obtain an International Driver’s Permit.
• Ability to meet health, police clearance and medical requirements.

Required skills

• Microsoft Windows operating systems (Army Gold Master/Universal Gold Master).
• Microsoft Office 2007.
• Microsoft Exchange Server and User Manager.
• Server Manager, Print Queue Management.
• Cisco VMPS Administration.
• Remedy call‑management software.