Posted 1 day ago
Top Secret
$90,000 - $100,000
Unspecified
IT - Support
Wiesbaden, Germany (On-Site/Office)
Service Desk Support | Wiesbaden, Germany | Full Time | Top Secret SCI
The 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
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,
Experience
5+ years of Systems Administration and/or Service Desk experience in a DoD or enterprise environment
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. Find out more about STEELGATE LLC @ www.steelgatellc.com.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
The 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
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,
Experience
5+ years of Systems Administration and/or Service Desk experience in a DoD or enterprise environment
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. Find out more about STEELGATE LLC @ www.steelgatellc.com.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
group id: 91133289
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