Help Desk Technician

Abacus Technology Corporation; Riyadh; On-site; SAR 224,000 - 300,000; Full time

Job summary

A technology service provider is seeking a Help Desk Technician to provide technical support for the U.S. military in Saudi Arabia. The ideal candidate has 2-3 years of IT experience, a Bachelor's degree, and must hold a CompTIA Security+ CE certification. Responsibilities include troubleshooting issues, creating trouble tickets, and maintaining desktops and laptops. This is a full-time position with a requirement for U.S. citizenship and an active Secret clearance.

Qualifications

• 2-3 years of IT experience in a help desk or technical support role.
• Ability to communicate technical information to non-technical users.

Responsibilities

• Provide technical assistance for the U.S. military.
• Create trouble tickets for incidents and requests.
• Maintain desktops and configure laptops.

Skills

Customer service skills

Strong communication skills

Troubleshooting skills

Knowledge of MS Windows OS

Basic knowledge of TCP/IP

Education

Bachelor’s degree in a related field

CompTIA Security+ CE certification

Tools

ServiceNow

ITSM Remedy

Job description

Overview

Abacus Technology is seeking a Help Desk Technicianto provide technical support for the U.S. military in the Kingdom of Saudi Arabia (KSA). This is a full-time OCONUS position.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or via email: interacts with (e.g., thoroughly interviews or questions) the end-users to identify a variety of issues related to desktops, laptops, printers, and servers, or network connectivity.
• Provide initial technical assistance and support for incoming queries and issues for configuring and troubleshooting Microsoft operating systems, approved software applications (both COTS and proprietary), VPNs, CAC logins, various peripherals, and PCs (HP/Dell), to include trouble shooting using remote desktop connections, if applicable.
• Create trouble tickets in the appropriate incident and request system (e.g., on the specified designated classified network) to include the pertinent detailed information necessary to accurately identify and resolve all incidents and requests within established service level agreements (SLAs).
• Maintain desktops; configure laptops; and, create and/or modify user accounts, grant SharePoint page access, and share drive file permissions.
• Monitor and resolve issues to completion using the ticketing tracking systems.
• Escalate all advanced issues to senior-level technicians, engineers, or SMEs.
• Follow-up and/or update the customer with status information, when applicable.
• Resolve and close trouble tickets.

Qualifications

2-3 years’ IT experience in a help desk or technical support role. Bachelor’s degree in a related field. Must hold a CompTIA Security+ CE (DoD 8570 IAT Level II) certification. Solid customer service skills, strong communication skills, and the ability to demonstrate professionalism on a consistent basis. In-depth knowledge of MS Windows OS, MS Office Professional, and browser configuration. 2-3 years supporting various software applications, and troubleshooting various makes and types of printers, and PC hardware. Familiarity with a trouble ticket system such as ServiceNow, ITSM Remedy or above, or a similar tracking tool. Basic knowledge of TCP/IP, WINS, and DNS. Experience with VTC setup and configuration is a plus. Must be able to communicate technical information in a non-technical manner to the customers, when applicable; and, when creating trouble tickets, must be able to translate non-technical information into more technical terms for SMEs. Must be a US Citizen with an active Secret clearance.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled