Service Desk Admin I (NOSC) - Secret Clearance

Role Overview

Service Desk Admin I (NOSC) with V2X, supporting enterprise IT systems and services in Southwest Asia. This position requires an active Secret Clearance.

Company Overview

V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. With 120 years of successful mission support, the $3.9B company employs 16,000 people working alongside clients globally to tackle complex challenges with integrity, respect, responsibility, and professionalism.

Role Purpose

The Service Desk Administrator maintains and supports enterprise IT systems and services, ensuring seamless operation of core systems through proactive monitoring, troubleshooting, and resolution of incidents and requests. This role combines technical expertise with commitment to delivering high-quality support for mission-critical operations under the OMDAC-SWACA program.

Key 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.
• Perform initial assessments, triage, research, and resolution of technical issues.

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 (ASIs), Hazardous Conditions (HAZCONs), receipt of Network Tasking Orders (NTOs), and network trends or metrics.
• Monitor and analyze both scheduled and unscheduled Authorized Service Interruptions (ASIs) affecting Defense Information Systems (DISA) and CENTCOM facilities.
• Interpret network topologies to identify and address Hazardous Conditions (HAZCON) within the Southwest Asia Area of Responsibility (AOR).

Customer Service Excellence

• Maintain high-level customer service during support interactions, adhering to service management principles and ensuring effective communication.
• Maintain clear communication with customers throughout issue resolution.

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.

Account and System Management

• Create, modify, and delete user and computer objects within Active Directory.
• Provision, modify, and delete enterprise email accounts using DISA DEPO or the Army365 account portal.

Service Coordination

• Create, modify, and coordinate ASI requests with designated organizations for theater operations.

Operational Excellence

• Perform effectively in a fast-paced, deadline-driven environment, ensuring smooth operational continuity and swift issue resolution.
• Perform other duties and assignments as assigned.

Qualifications & Experience

Security Clearance

• Active Secret Clearance required.

Education

• High School diploma or GED required.
• Associate's degree in Computer Science, Management Information Systems (MIS), Information Systems (IS), Engineering, or a related field preferred.
• 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.
• Equivalent experience may substitute for formal education on a year-for-year basis.

Experience

• Minimum 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 required.

Certifications

• All candidates must adhere to DoD 8570.01M requirements.
• Must 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.

Baseline Certifications (select one)

• Cisco: CCNA: Certified Network Associate - Security
• CompTIA: CySA+: Cybersecurity Analyst
• CompTIA: Security+
• EC-Council: CND: Certified Network Defender
• GIAC: GICSP: Industrial Cyber Security Professional
• GIAC: GSEC: Security Essentials
• ISC2: SSCP: Systems Security Certified Practitioner

Computing Environment (CE) Certifications (select one)

• Cisco: CCNA: Certified Network Associate
• CompTIA: Server+
• Juniper: Networks Certified Internet Specialist (any specialization)
• Microsoft: 365 Certified: Endpoint Administrator Associate
• 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

Skills & Competencies

• Army365 Portal
• BMC Remedy (ITSM)
• DHCP for devices and users in a worldwide WAN
• DISA DEPO
• DNS
• Microsoft Active Directory
• Microsoft systems and tools
• Network Tasking Order (NTO) management
• Networking services for Directory
• SharePoint workflow
• Spectrum and Solarwinds network topology maps
• ITIL processes
• DISA guidelines

Additional Information

Work Environment

• Position is 95% indoors and 5% outdoors.
• Outdoor work environment may exceed temperatures of 100 degrees Fahrenheit; candidate must be able to physically withstand extreme heat.

Physical Requirements

• Must be capable of lifting, pushing, and pulling items weighing up to 50 pounds.
• Must be capable of wearing Personal Protective Equipment (helmet and plated vest) weighing 25 to 40 pounds for extended periods of time.

Host Country Requirements

• Must satisfy all host country requirements to legally work in the host country, including ability to obtain and maintain a host nation visa and host nation driver's license.

Compensation and Benefits

• Company-paid housing.
• Company-paid transportation.
• Completion bonus.
• Tuition reimbursement program.