Service Desk Support Jobs

Service Desk Support

Wiesbaden, Germany

Top Secret SCI

Career Level not specified

$90,000 - $100,000

Job Description

Service Desk Support specialist serves as a front-line technical resource within the J63 Operations Division, responsible for incident management, service request fulfillment, and end-user support across SAG-U's multi-enclave environment. This role directly supports mission readiness by maintaining high-throughput ticket operations, executing device provisioning, and ensuring service continuity for over 200 end users across NIPR, SIPR, JWICS, and Coalition Network enclaves.

Responsibilities:

• Serve as primary Tier 1/2 support for incident and service request management using ServiceNow (AESMP), ensuring all tickets are documented, triaged, and resolved within SLA targets.
• Perform workstation imaging, configuration, and deployment for NIPR, SIPR, SAGNet, and SecureView platforms in support of new personnel onboarding and rotational unit support (RIP cycles).
• Execute user account provisioning, modification, and deactivation across Active Directory, DEPO, and enclave-specific account management systems.
• Conduct AESMP ticket hygiene operations including legacy case closure, incident-to-service-request reclassification, and backlog reduction efforts.
• Support VoIP provisioning and configuration, including adding voice licenses to user profiles in DEPO for NIPR Teams voice services.
• Provide on-site workspace setup and IT support for visiting delegations, general officer engagements, and other mission-priority customer requirements.
• Coordinate with Change Management to ensure service desk actions align with approved change records and CAB processes.
• Collaborate with NETOPS and Cybersecurity teams to troubleshoot connectivity issues, escalate infrastructure problems, and close tickets requiring cross-functional resolution.
• Maintain accurate documentation of procedures, case closure controls, and service desk metrics for weekly and monthly reporting.
• Support the Service Desk Lead in enforcing 100% ServiceNow ticketing compliance across the J6 organization.

Certifications Required: IAT Level II (e.g., Security+ CE) Preferred:

• ITIL v4 Foundation
• Clearance and Citizenship Clearance: Top Secret SCI
• Citizenship: U.S. Citizenship required
• Must be approved for German TESA.

Education:

• High School Diploma/GED with 6 years of experience, Associate's with 4 years, or Bachelor's with 2 years of experience in systems administration

Role Requirements:

• Strong written and verbal communication skills for ticket documentation and customer interaction
• Ability to manage high ticket volumes under operational tempo while maintaining accuracy
• Experience working in a team-oriented environment with cross-functional coordination
• Willingness to support extended hours during mission surges, RIP cycles, or VIP engagements

Technical Skills:

• Experience with ServiceNow or equivalent ITSM platforms for ticket management and reporting
• Proficiency in Windows 10/11 workstation imaging, configuration, and domain join operations
• Experience managing Active Directory accounts, group policies, and organizational units
• Familiarity with multi-enclave environments (NIPR, SIPR, JWICS, coalition networks)
• Working knowledge of VoIP provisioning (Cisco, Microsoft Teams Voice)
• Ability to troubleshoot hardware, software, and network connectivity issues at the endpoint level

Preferred Qualifications:

• Experience supporting U.S. Army or USAREUR-AF IT operations in OCONUS environments
• Familiarity with AESMP (Army Enterprise Service Management Platform) / ServiceNow
• Experience with SecureView workstation administration and troubleshooting
• Experience supporting device provisioning for coalition or multi-national partner environments

Physical Requirements:

• This position may require occasional physical activity such as lifting equipment, bending/crouching to troubleshoot, and extended periods of sitting.

Job Types: Full-Time

Salary: $90,000 - $100,000 + LQA Schedule: Monday-Friday with occasional weekends as needed

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

STEELGATE LLC is a Service-Disabled, Veteran-Owned Small Business (SDVOSB) that prides itself in hiring top-level Subject Matter Experts (SME's) proven to exceed deliverable expectations. STEELGATE LLC is focused on solving the hard problems facing our government and commercial clients. Our success lies in blending together relevant domain/functional knowledge with deep expertise in Information Technology, Cybersecurity, Defensive Cyber Operations, cloud-based DevSecOps, Data Analytics & AI, Acquisition and Acquisition Management, and more. STEELGATE LLC has a positive, inclusive workplace environment where all team members and partners work towards mutual success. We have established a reliable reach-back program whereas all SMEs are available to support, advise and directly complete mission deliverables when necessary. STEELGATE LLC has a worldwide reputation as a valued and trustworthy partner. Our can-do attitude and willingness to support any mission requirement sets us apart from other small business organizations.