Frontline IT Service Desk Technician for VIP Support

Abacus Technology Corporation; Lakeland (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Abacus Technology Corporation seeks a Service Desk Technician to deliver front-line support to NOAA/OMAO end users in a full-time capacity. You will handle Tier 1 issues across in-person, phone, email, and remote channels and document all steps for escalation as needed.

You will diagnose and resolve common hardware/software problems, assist with user account provisioning, and support Google Workspace and NOAA tools while maintaining detailed records and coordinating with Tier 2/3 teams.

Qualifications

• 2+ years of service desk or end-user support experience.
• Experience using an incident-management system to manage tickets.
• Strong written and verbal communication and customer service skills.

Responsibilities

• Provide Tier 1 support to end users via in-person, phone, email, and remote channels.
• Diagnose and resolve common issues; escalate complex problems to Tier 2/3.
• Log and track service requests in the Incident Management System.
• Assist with account administration and access provisioning.
• Support Google Workspace and NOAA-specific applications.
• Maintain accurate records and communicate with stakeholders.

Skills

Customer service

Communication

Troubleshooting

Documentation

Ticketing systems

Education

Bachelor's degree in related field

Tools

Windows OS

Microsoft Office

Active Directory

Google Workspace

Incident management system

SharePoint

Citrix VDI

BigFix/ECMO

Bomgar

Job description

Abacus Technology Corporation seeks a Service Desk Technician to deliver front-line support to NOAA/OMAO end users in a full-time capacity. You will handle Tier 1 issues across in-person, phone, email, and remote channels and document all steps for escalation as needed.

You will diagnose and resolve common hardware/software problems, assist with user account provisioning, and support Google Workspace and NOAA tools while maintaining detailed records and coordinating with Tier 2/3 teams.