Sr Service Desk Support Specialist

Clearance Level
Help Desk
Pyongtaek, Korea, Republic of

REQ#: G2019-67072

Senior Service Desk Support Specialist 


Secret Clearance (SSBI)


Pyongtaek (Camp Humphreys), Korea


This position offers an exciting opportunity supporting a real world mission in Seoul, South Korea “The Land of the Morning Calm”. South Korea is a very exciting place to be as it provides numerous opportunities for you, your family and friends to experience a great diverse culture of people, activities and foods.  Being located in South Korea also lends itself to the convenience of being able to travel and visit surrounding countries such as Japan, Thailand, Hong Kong, China, etc.  This is truly a unique opportunity. 


Proficient in English (Bi-lingual ability in Korean and English is preferred).  This environment requires working with senior military officers of both the Korean and US militaries; therefore, prior experience working with the military is preferred. 


As a Senior Service Desk Support Specialist, working in a 24x7 Operations & Maintenance (O&M) environment, you will provide courteous, professional and prompt customer service, support and expert troubleshooting of Windows Operating Systems, CENTRIXS-K and SIPR Networks and applications while communicating over NIPR Voice over Internet Protocol (VoIP) or secure telephones. 


Additional Service Desk duties and responsibilities include, but are not limited to:


  1. Provide professional and courteous first line response to trouble calls and service requests of customers dispersed throughout the Korean Theater of Operations (KTO).
  2.  Completely and accurately enter all customer information (e.g., customer, organization, location, etc) into the U.S. Army Communications Information Systems Activity – Pacific (USACISA-P) Trouble Ticket System while ensuring the nature of the specific problem is as detailed as possible. 
  3. Provide Tier I service support.  Aggressively pursue solutions to customer issues such as account creation, password resets, IP address requests for printers, laptop re-image requests, etc.  Additionally, identify and prioritize the impact of Incidents and service requests within each work order. 
  4. Troubleshoot and resolve customer problems and service requests. Escalate unresolved hardware and software issues to higher level service Tiers (Tier 2 and 3) within times specified in the USACISA-P Standard Operating Procedures (SOPs).
  5. Continuously monitor, triage, and follow up on work orders in the USACISA-P Trouble Ticket System to ensure each resolution meets time constraints set by the USACISA-P Standard Operating Procedures (SOPs) and achieves customer satisfaction. 
  6. On a semi-annual basis, and more often if required, perform internal reviews and updates of the USACISA-P Standard Operating Procedures (SOPs). 
  7. Perform enterprise monitoring of real-time health of CENTRIXS-K and SIPR Networks to include routers, switches, servers, applications and services using both commercial and locally created Enterprise Monitoring Systems (e.g, Trackit, IPAM, Catapault, ITIL Service Operations Portal). 
  8. Train all new hires, Full-Time Equivalents & Surge personnel receive adequate Service Desk training. Support training personnel in developing training aids for Service Desk Support Specialists.
  9. Support Service Desk Management in identifying user training needs when new technologies are brought into the enterprise, such as client software upgrades, any above baseline software (such as Agile Client), or new baseline software or hardware; any change which is  a significant departure from current technologies.

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


3-5 years' experience supporting help desk operations.

English proficiency.

Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.

Comprehensive knowledge of desktop operating systems and applications. 

Required to Start: DoD Security Clearance: Final US-Secret with initiated Single Scope Background Investigation (SSBI).

Required to Start: DoD 8570 Approved Baseline Certification, Information Assurance Technical (IAT) Level II Certification: CCNA Security or CySA+ or GICSP or GSEC or Security+ CE or SSCP or any IAT Level III certifications.

Required to Start: Certifications: ITIL Foundation (2011) and Microsoft Windows 10 certifications


Preferred Certification: Cisco Certified Entry Networking Technician (CCENT).

Strongly prefer Bi-lingual ability in Korean and English.




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