Job Purpose:
The IT Service Desk Analyst provides Tier I and Tier II technical support to ensure reliable IT services for CNSG-C personnel. This role supports users by troubleshooting hardware, software, and network issues, managing service tickets, and maintaining IT systems and assets. The position also assists with workstation setup, account management, video teleconferencing support, and infrastructure maintenance to ensure continuous system availability and mission readiness.
Responsibilities:
Provide Tier I and Tier II helpdesk support in-person, by phone, or electronically through the REMEDY ticket system, escalating incidents to higher tiers when required.
Track and document service requests in the REMEDY system, ensuring tickets are completed accurately and in accordance with NCTS Bahrain Service Level Agreement (SLA) procedures.
Install, configure, and maintain workstations, including workstation setup, drive mapping, printer configuration, and user account support.
Perform basic Active Directory tasks and manage NTFS permissions for shared resources.
Troubleshoot and resolve software issues involving Microsoft Office, Outlook, Adobe, Java, and PKI certificates.
Conduct hardware maintenance and infrastructure support including workstation installations, cable management, UPS system checks, and replacement of laptop and desktop components.
Provide basic printer maintenance and troubleshooting support.
Support user onboarding and offboarding processes including account creation, workstation setup, and access configuration.
Manage SAAR-N form submissions and tracking to enable system access for users.
Submit and track Requests for Change (RFC) including port activation, software installations, and system reimaging.
Provide scheduling and technical support for video teleconferences (VTCs).
Maintain and track ONE-Net IT assets, ensuring accurate inventory records and quarterly asset reporting.
Support mobile device management by issuing, configuring, and troubleshooting command-issued iPhones and coordinating with NCTS as required.
Process IT equipment disposal through DRMO procedures for unused or non-functional assets.
Submit Base Communications Office (BCO) work requests for phone installations, relocations, ADSL line modifications, and network cabling repairs.
Draft and release command communications using the Command and Control Official Information Exchange (C2OIX) application.
Participate in special projects and support day-to-day IT operations as assigned by leadership.
Other duties as assigned.
Qualifications:
Active DoD 8570 IAT Level II certification or higher (e.g., Security+ CE, CASP) required.
Strong working knowledge of hardware and infrastructure support including workstation installations, cable management, UPS systems, and hardware component replacement.
Experience managing and tracking service tickets using REMEDY or similar helpdesk ticketing systems.
Proficiency with SAAR-N form submission and tracking processes.
Experience submitting and managing Requests for Change (RFC) including port activation, software installation, and system reimaging.
Familiarity with Active Directory administration and NTFS permission management.
Experience troubleshooting Microsoft Office applications and common enterprise software tools.
Strong customer service, communication, and problem-solving skills with the ability to support users in a fast-paced operational environment.
Ten (10) years of helpdesk or IT service desk experience preferred.
DETAILS TO REGISTER FOR THIS JOB:
Send your updated ATS-compliant CV:https://strativia.catsone.com/careers/9347-General/jobs/16790992-IT-Service-Desk-Analyst
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